Language detection

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Language Detection in Customer Service Management

    The language detection feature in Customer Service Management utilizes a pre-trained model to automatically identify the language of customer service cases. This capability allows for efficient case management by eliminating the need for agents to manually select languages, thus streamlining the case routing process.

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    Key Features

    • Supports detection of 20 different languages.
    • Automatically adds the detected language to the Language field on case records.
    • Enables language skills to be assigned to cases for better routing.
    • Integrates with Advanced Work Assignment (AWA) for automated case distribution based on language skills.
    • Relies on the Task Intelligence Case Language Detected flow, triggered upon case creation.

    Key Outcomes

    By implementing language detection, organizations can expect:

    • Improved efficiency, as agents no longer need to manually select languages.
    • Enhanced case routing accuracy by directing cases to agents with relevant language skills.
    • Access to comprehensive prediction results and feedback for continuous improvement in language detection accuracy.

    For configuration details and information on creating a detection model, refer to the Task Intelligence Admin Console and the Predictor Result table.

    The language detection feature uses a pre-trained model to detect the language used to create customer service cases. You can configure the model to add the language to the Language field on the case record and/or add the language as a skill for the case.

    Case list view with short description field text in different languages and the detected language listed in the Name column.

    Agents can save time by not having to manually select the language for each case or rely on a manual process for case routing. You can use the language skill stored in the Task Skills table to route cases to the assignment groups and agents with the necessary language skills.

    Note:
    Routing based on detected language must be configured separately.

    The language detection feature supports 20 different languages. For details, see Languages supported by Task Intelligence.

    Language detection flow

    Detecting the language used to create a case is based on a flow, Task Intelligence Case Language Detected, which is available with the Task Intelligence for Customer Service application. This flow is triggered at case creation with the condition that at least one of these case fields is not empty:
    • Short description
    • Description

    When a case is created, the system calls the Detect Language action in the Dynamic Translation spoke which evaluates the text and returns the detected language.

    If the returned language confidence is above the defined confidence threshold, the system performs a check to see if the language exists in the Languages [sys_language] table. It performs this check by matching the language code to the value in the ID field.

    If the language exists in the Languages table, the system does the following, depending on the language detection model configuration:
    • Adds the language to the Language field in the Case table.
    • Stores the prediction results in the Predictor Results for Task table [ml_predictor_results_task].
    • Stores the language skill in the Task Skills table [task_m2m_skill].
    For more information, see Create a model to detect case language.

    Prediction results

    The system stores feedback on prediction results in the Predictor Result [ml_predictor_results] table. Users with the ml_admin role can access the table and view the results.

    For language detection, the Predictor Result table stores the prediction results from the Language Detection Service spoke. The Detected Language field stores the language returned by the Language Detection Services spoke.

    The Predictor Result table also stores information about skipped and failed predictions. For more information about this table, see Components installed with Task Intelligence for Customer Service.