Need to enable Dynamic Translation for live agent chat only with a service that does not detect lang

[Yousuf Kamal]

Hi,

We want to enable Dynamic Translation for Live Agent chat only.

I have created a Translator Configuration but the third party service we are using cannot detect language but will translate a language if correct source and translate language code is provided. 

Is it possible to read the data user is sending to agent, translate it and then show the translated text to agent and same needs to be done for agent to user?

Any inputs/suggestion is appreciated.

[Alex Coope - SN · Accepted solution]

@Yousuf Kamal,

I'd be curious to know which provider (MT) you are using, because I'm not aware of any of the big ones that can't do Language detection, 

However, for your scenario you could in theory use our own. For example, in the "Translator Configurations" you could (in theory) set ours (the Servicenow config) to be the default for Language Detection:

I know in my screenshot it's showing as "false" that's just the default behaviour and in my demo instance I'm using the Microsoft Azure language detection mechanism. So if you set your "ServiceNow" "Mark as default for detection" to "true"  then leverage which ever other provider you want to use then I would expect it to work,

As a side note, the languages our detection spoke can support (as of the Tokyo release - and detailed here) are:

Language name	Language code
Brazilian Portuguese	pb
Chinese	zh
Czech	cs
Dutch	nl
English	en
Estonian	et
Finnish	fi
French	fr
French - Canada	fq
German	de
Hebrew	he
Hungarian	hu
Italian	it
Japanese	ja
Korean	ko
Norwegian	nb
Polish	pl
Portuguese	pt
Russian	ru
Spanish	es
Swedish	sv
Thai	th
Traditional Chinese	zt
Turkish	tr

So just something to be aware of incase you need a different language,

Many thanks,
Kind regards

[Yousuf Kamal]

@Alex Coope - SN 

Thank you for the reply. I am implementing this solution and will update later if it works. Initially it seems to be working fine but I am not sure where exactly does this Detection flow come in to play as generally translation flow is triggered.

[Alex Coope - SN]

@Yousuf Kamal,

Typically, even if you were to use an MT's language detection feature, it would send the "string" to the MT to detect the language (we would hold that value) then use it when we then send the string to the MT to translate (two separate flows for two separate stages, so to speak),

Many thanks,
Kind regards