CXone Mpower SmartSpeak Real-Time Translation is an AI-powered, real-time interpreter for live phone calls. It translates dialog from the agent's language into the contact's language, and vice versa, with 95% accuracy. It doesn't require an extra application or even Internet for agents and contacts to use it. Real-Time Translation currently supports 96 languages and dialects. It's scalable, so you can use it for as many or as few calls as you need.
You must work with your Account Representative to enable Real-Time Translation and determine which language pairs you need. Language pairs are the two languages between translated back and forth between the contact and agent. For example, English and Spanish is a language pair. Once Real-Time Translation is enabled for your system, no actions are required from the agent to start or stop the service. It's embedded into the call flow, relying on the contact's IVR
Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. selections to initiate the tool and choose language pair.
Currently, no Real-Time Translation settings or controls appear directly in the CXone Mpower interface. It also doesn't currently support call transcriptions.