ConnectLingua

This page is for administrators. For agents, see ConnectLingua for Agents.

ConnectLingua uses AI for live translation of voice and digital Any channel, contact, or skill associated with Digital Experience. interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. The real-time translation lets both agents and contacts The person interacting with an agent, IVR, or bot in your contact center. use their preferred language. This helps agents focus on giving quality service. By using a preferred language, they also avoid frustrating communication problems. ConnectLingua also simplifies your hiring process. You can hire for support skills rather than language abilities.

In addition to translating written and spoken word, ConnectLingua can also assist your agents through customizable add-ons. You can set up features like post-call summarization, quick replies, or sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis. These help agents work efficiently and focus their full attention where necessary.

Key facts about ConnectLingua

• ConnectLingua is an agent assist A software application that provides context-specific help to the agent. application. The setup requires custom scripting in Studio.

• It supports 70+ languages and 90+ dialects.

• For voice calls, the translated speech plays with an AI voice. This ensures it is clear and high quality audio for the listener to understand.

• You can create pretranslated quick replies, or canned responses, for agents to easily respond to contacts The person interacting with an agent, IVR, or bot in your contact center..

• You can integrate ConnectLingua with compatible CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories. like Salesforce, Microsoft Dynamics, ServiceNow, and others.

• You can integrate ConnectLingua with BYOC APIs.

• ConnectLingua is supported by MAX and CXone Agent.

• ConnectLingua is developed by InteractCX.

Example Interaction

The following leads you through an example voice call using ConnectLingua. It assumes you have the necessary features set up in Studio and Agent Assist Hub.

1. A contact The person interacting with an agent, IVR, or bot in your contact center. calls your organization. You present to them in the IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. an option to select a language. They select German. Eventually, the contact routes to an agent who speaks English.

2. When the agent accepts the incoming call in CXone Agent, the ConnectLingua UI automatically opens in a new tab. The agent selects a quick reply to play to the contact in German that speaks: We are using an AI assisted translation service. Give me a few moments, please. This is also transcribed in the chat area for future reference. Each spoken segment from both the contact and agent is transcribed into the agent's language. These transcribed messages display like a message thread in the ConnectLingua window.

3. Agent: Hi, this is Arnold. How may I help you today?
   The agent unmutes their ConnectLingua microphone and speaks the above sentence. After the agent finishes speaking, the translated sentence plays to the contact in German. The contact cannot hear the agent speak, they only hear the AI voice when it speaks. While the agent is speaking, a relaxing tune plays to the contact. The agent presses Mute again to ensure that ConnectLingua doesn't mistakenly detect anything from the agent.

4. Contact: Hallo, ich habe ein Problem mit meinem Router. Können Sie mir helfen? (Hello, I have a problem with my router. Can you help me?)
   As the contact speaks in their language, ConnectLingua transcribes what they say into the agent's language, English. The agent can hear the contact speak and read what is transcribed, allowing them to instantly respond.

5. The agent selects a quick reply from the ConnectLingua interface to play in German: Can you please tell me the model of your router?
   The quick reply was created as text, but is translated and spoken via text-to-speech with the AI voice.
   

   View image

   

6. The interaction continues back and forth and concludes. You set up the call summarization add-on, so ConnectLingua displays the summary to the agent, which they can add as notes about the interaction.

Components of an Integration

The integration of ConnectLingua into CXone involves the following components: 

• CXone: CXone must be configured to use the channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. you want to use with the integration.
• Agent Assist Hub in CXone: Agent Assist Hub holds the configuration information for connecting to your agent assist provider.
• Studio scripts: You need at least one script that includes the Agent Assist action. The action is the connection between CXone and ConnectLingua . If you don't have Studio, you can download and install it.
• Agent application: This is the client that your agents use to handle contacts.

Custom Scripting Requirements

Integrating an agent assist A software application that provides context-specific help to the agent. application requires custom scripting. Before beginning the integration you should know: 

• Which scripts you want to add the agent assist application into. You can modify existing scripts or create new ones. You may need to add the application to more than one script. For example, you need different scripts for inbound and outbound phone interactions.  
• Where the Agent Assist Studio action Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. must be placed in your script flow.
• The configuration requirements specific to the application you're using. The app in Agent Assist Hub needs to be configured. The actions in your Studio scripts must also be configured. Refer to the online help for each action for more information.
• What parameters the script needs to send to the agent assist provider, if any.

• How to complete the script after adding the Agent Assist action. You may need to:

  • Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
  • Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
  • Complete any additional scripting and test the script.

If you need assistance with scripting in Studio, contact your CXone Account Representative, see the Technical Reference Guide section in the Studio online help, or visit the NICE CXone Community site.