Language Profiles

Customer experience functionalities such as live translation, transcription and others rely on the system's ability to handle multiple languages in a business workflow.

Language specific services involve two participant roles in a conversation: a customer and an agent, potentially being fluent in different languages. We offer dedicated language profiles for each, therefore a Language Profile designates a language for the customer or the agent as well as the speech-to-text and text-to-speech providers and voice models where available. It also specifies what use cases or language services the profile can be used for (e.g. translation).

Create new language profiles

  1. Navigate to AI Administration > Language Profiles on the portal. The list shows either the customer or the agent profiles, depending on which tab is selected.

  2. To create an agent language profile, click the Agent tab and Create an agent language profile.

  3. Enter the Language profile name, select a Language from the list, then click Next.

  4. Select the feature you would like this profile to be used for.

  5. For the Call Translation feature, select the Speech to text and Text to speech providers from the list. If offered, designate the Speech to text voice model too.

    Note that the models compatible with the selected language are placed at the top of the list, marked by a star. While you can select other items, those might not work with the selected language and providers.

  6. Click Create.

  7. To create a customer language profile, click the Customer tab and Create a customer language profile. The steps for the customer language profile matches the ones described for the agent above.

Create key phrase vocabularies

Modern translation services rely on AI models for extremely fast and high quality results. However, being reliant on generic text and speech data, the result could contain less precise or inadequate phrases for the particular business context. The vocabulary of key phrases aids the language services in using precise phrases.

  1. While at the Language Profiles menu, click the Vocabulary tab to see their list.

  2. Click Create and type a name for the new vocabulary.

  3. Type a phrase in the Add a new phrase field and click Add to insert phrases individually.

  4. Click Import to upload a list of phrases from a CSV or text file in one operation and decide whether duplicates found will be replaced or appended.

  5. Click Create to create the new vocabulary.

  6. Select an Agent or Customer profile, and select from the Speech To Text Provider Vocabulary dropdown.

Delete a language profile

  1. Navigate to AI Administration > Language Profiles on the portal.

  2. Click the tab for the designated language profile type (Agent or Customer).

  3. Find and click the language profile you would like to remove.

  4. Click Delete at the top, and confirm your intent.

Note

The item will be removed even if it is being referenced by other configurations. Make sure it is not in use by an important business entity.

Delete vocabulary

  1. Navigate to AI Administration > Language Profiles on the portal and click Vocabulary.

  2. Click the desired item and click Delete on the details panel.

  3. Confirm your intent.