![]() ![]() The Amazon Connect Control Panel is displayed on the left, and the new chat translation panel is on the right. In a separate browser window, open the new web application using the URL created when you installed the solution.As the agent, sign in to your Amazon Connect instance dashboard.To test the solution, you simulate two roles-the agent and the customer. Follow the instructions in the project GitHub repository Install Translate CCP Demo for Amazon Connect. My co-author, Dan from VoiceFoundry, has made it easy. Now that you have Amazon Connect chat working, it’s time to install the sample live chat translation solution. If you have an Amazon Connect test instance and you already know how to use chat contacts, you can skip this step. Tutorial 2: Test the sample voice and chat experience.Tutorial 1: Set up your Amazon Connect instance.Set up an Amazon Connect test instance and live chat translationįollow these tutorials to set up an Amazon Connect test instance and experiment with the chat contact feature: Finally, we share success stories from our customer, Deliveroo, and leave you with pointers for implementing a similar solution for your own business. We show you how to install and try the solution, and then how you can customize it to control translations of specific phrases. In this post, we share an open-source version of this solution from one of Amazon’s partners, VoiceFoundry. These approaches were far from ideal, so Deliveroo is now deploying a much better solution that uses Amazon Connect and Amazon Translate to implement scalable live agent chat with built-in automatic two-way translation. Previously, during periods of high demand (such as during televised sporting events, or bad weather) they would ask customers to wait for a native speaker to become available or ask their agents to copy/paste the chats into an online translation service. ![]() Deliveroo, an online food delivery company based in England, has implemented a system that does exactly that!ĭeliveroo provides food delivery in over 200 locations across Europe, the Middle East, and Asia, serving customers in dozens of languages. What if these businesses could implement a system to act as a real-time translator, allowing customers and agents to easily communicate in different languages? With such a system, a customer could message a support agent in their native language, such as French, and the support agent could use their own native language, maybe Italian, to read and respond to the customer’s messages. During periods of high call volumes, callers often must wait on hold for an agent who can speak their language. It’s hard to consistently staff contact centers with agents with different language proficiencies. ![]() Not all dialects are included in translation.Many businesses support customers across multiple countries and ethnic communities, and therefore need to provide customer service in a wide variety of local languages. The maximum number of unique caption languages that can be used at the same time in a meeting or webinar is five. Webex for Government doesn't support real-time translation. The 42.5 update supports the free spoken languages found in Supported Languages without an RTT license. ![]() The 42.2 update supports translation for 13 spoken languages that can be captioned into 100 different languages with an RTT license. As long as the host has an active Real-time translation license, guests will have access to this feature. Meetings started or joined from a space in Webex App don't support real-time translation. Real-time translation is supported as a paid add-on for Webex Meetings, Webex Webinars (not available for webinars in webcast view), and meetings started from Webex App. The captions panel on the right side shows the selected spoken language. When real-time translation is on, a person's speech is automatically translated into captions that appear above the meeting or webinar controls. For information on Webex devices, read Closed Captioning on Board, Desk, Room Series. This article is about Webex assistant for Meetings. ![]()
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