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Configure a Live Translation in Dialogue Studio

This flow will create live audio translations for a conversation. Anything a customer says will be translated and the translation is spoken to the agent and vice versa.

The default configuration after import is that a customer speaks Dutch and the agent speaks English. Change the transcription and translation nodes if you like to changes this. Make sure you create custom voices in the say nodes.

There are some says to guide a customer and agent because the transcriptor needs to be started before the conversation will be translated. Everything can be changed to your desires.

Follow the comments in the flow for information about getting started and how to change the configuration.

After you get it working you can add or change anything you like. For example it is possible to save all texts and translated texts to a database or send chats to an agent with both transcripted texts also. This is just a sample to get you started.

Preview

Import Flow

This flow can be imported directly into your Dialogue Studio:

  1. Open the menu in the top right

  2. Select "Import"

  3. Select "Examples"

  4. Select "[Audio] Live Translation"

  5. Change Import to "New flow"

  6. Select "Import"

Preparations

Before the InDialogue Started node will be triggered you need to configure agents and skills in your UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. Use node-red or the default IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. options to choose the desired skill, when an agent accepts this flow will be triggered.

Follow the rest of the comment to check the configuration.

There is some simple javascript in this flow to save the data about the customer and the agent, it is also used to transfer the translated text to the other participant. Notice that editing this can break the scenario.

Configure Translation

For this flow you need translation configured on your UCC, Learn More

Configure Transcribing

For this flow you need transcribing configured on your UCC, Learn More

Configuration

Configure UCC

The first step is to connect the flow to the UCC. This needs to be done for the following nodes:

  • InDialogue started

This can be done by double clicking on the node and selecting your UCC. If you haven't created a flow before, Learn More

Configure Customer Language

By default the customer is configured as English . If you want to change this, you need to alter the following nodes:

  • Transcribe to EN

  • TranslateENToNL

  • PlayEnglish

This can be done by double clicking on the node and changing the culture info.

Configure Agent Language

By default the agent is configured as Dutch. If you want to change this, you need to alter the following nodes:

  • Transcribe to NL

  • TranslateNLToEN

  • PlayDutch

This can be done by double clicking on the node and changing the culture info.