Oracle Service Cloud (RightNow) Chat Translation
The Language I/O® Chat translator plugin for Oracle Service Cloud allows your monolingual agents to chat with customers in any language through our trainable machine translation technology. Because our chat translation tool lives inside Oracle Service Cloud, it's easy to add an already-translated Answer to a chat response. Our chat translations are archived into an Oracle Service Cloud incident so monolingual supervisors can also review the transcript.
- Agent Responds to Chat in Any Language
- Trainable Machine Translation Engines Ensure Quality Translation
- The Customer Sees Only the Translated Chats
- An Archive of the Chat Session is Provided in Both Languages
To respond to a chat request in a language you don't speak, just click the Language I/O tab in the Chat Workspace. The incoming customer chat is instantly translated into the agent's language and displayed. The agent then enters a response in their own language and hits "send."
Language I/O leverages trainable machine translation engines for speed as well as quality. These engines can be taught your product- and industry-specific terminology.
On the customer's side, only the translated chats are displayed.
Once the chat session has been terminated, both the chat threads that were displayed to the customer as well as the translations are stored in an incident within Oracle Service Cloud. The translations are stored as private notes so they can be easily viewed by the agent or the agent's supervisor once the session is over.