Breaking Language Barriers in Dynamics 365 Customer Service with Real-Time Chat Translation

Language is a powerful instrument for global communication, but sometimes you need a helping hand if you are not chatting or talking in your mother tongue.

Table of Contents

• Motivation
• Prerequisites
• Implementation
  • Creating a web resource for real-time translation
  • Activation of real-time translation
• Result
• Conclusion

Motivation

Operate a multilingual chat contact center with real-time message translation for agents to assist customers and employees in their preferred language, regardless of the agent's language proficiency.

When you enable language translation, messages between the customer and support agent - and messages among support agents who consult and collaborate internally, such as supervisors or SMEs - are translated. There will be no time delay in translating messages manually, even when the conversation starts with a non-human agent. Everybody in the chain can understand as they get displayed the dialogue in their preferred language.

Prerequisites

• You must add a web resource and ensure the required language translation services are configured.

• Enable call recording and transcription for the translated voice call transcripts to be displayed.

  
  

Implementation

Creating a web resource for real-time translation

You need an active Azure subscription for this step.

• Deploy a translation resource and get a translation key according to the documentation.

• Go to the Microsoft GitHub repository and download the sample web resource.

• Edit the downloaded file and put the translation key into it.

  bingTranslateApiClientSecret: '<please add your own azure translation api key>', googleTranslateApiClientSecret: '<please add your own google translation v2 api key>',

• Put this JavaScript file on a web resource accessible from the internet (e.g., an azure static webapp resource)

• Check the availability after deploying it.

Activation of Real-time translation

• Go to your Customer Service admin center.
• Pick productivity under Agent experience.
• Click on "Manage" in the section "Real-time translation".

• switch the service on

• configure the target language and Web Resource URL you deployed before

  
  

  
  

Result

As an example - all dialogues are in English (in the screenshot, you see a caller in the voice channel talking to the voice bot and later to a human agent) and the translation to Hindi happens in real time.

Conclusion

You can rapidly speed up communication between your contact center agents and your Subject Matter Experts by leveraging the automatic translation of customer queries.

Also published here.