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Use real-time translation of conversations for service representatives and customers

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

When language translation is enabled for conversations exchanged between the customer service representative (service representative or representative) and customer or among representatives internally, representatives can view the conversation in the language that's set as the default for them. The customer receives the representative's messages in the language they used for initiating the chat. This feature removes the necessity of routing conversations to those representatives only who know the language being used by the customer.

Important

This feature is intended to help customer service managers or supervisors enhance their team's performance and improve customer satisfaction. This feature is not intended for use in making, and should not be used to make, decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements. Customers are solely responsible for using Dynamics 365 Customer Service, this feature, and any associated feature or service in compliance with all applicable laws, including laws relating to accessing individual employee analytics and monitoring, recording, and storing communications with end users. This also includes adequately notifying end users that their communications with agents may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their agents that their communications with end users may be monitored, recorded, or stored.

How language translation of conversations works

When a customer initiates a chat conversation on the portal, irrespective of the language used by the customer, the assigned representative receives the chat text in the language that's set as the default. The language translation happens in real time. For example, if a customer initiates a chat in Spanish, the message text appears to an English-speaking agent in Spanish along with the translated English version. The representative has the option to view and respond to the chat in the customer's language or the representative's default language.

If the representative has to consult a peer or supervisor, it can be done in the language preferred between the representative and peer or representative and supervisor, which can be different from the language used between the representative and customer. The chat transcripts are saved in the languages used in the conversation.

The representative can see the following details:

  • Information about the language in which the representative receives the chat content is displayed at the top of the chat window.

  • The chat content is displayed in the customer's language and translated language.

The representatives can turn on or turn off the translation for each conversation by using the More commands button on the chat window.

The following image shows a sample screenshot of the representative experience.

Real-time language translation for the representative.

The following image shows a sample screenshot of the customer experience.

Real-time language translation for the customer.

View customer information on Active Conversation form
View communication panel