Support Conversation: Overcoming Language Barriers in Customer Service
Agent: Hello this is Louis. Caller: I don't speak English Agent: That's ok we can keep it simple. 🤣
Agent: Hello this is Louis. Caller: I don't speak English Agent: That's ok we can keep it simple. 🤣
Hi Val, you can also ask your callers which language they speak, and you can have different language-options (outcomes) based on their response, and transfer a caller to an agent that speaks their language. This can be implemented by using the 'agent-transfer' feature.
That's a good idea
Maksym Protsenko Do i I just put a google translated version into the speak nodes?
or is there a toggle to make my agent speak spanish?
Val/AdValorem No need to translate unless you want it to be in English for you to easily understand what's inside of every 'Speak Node' and easily change it. All you need is just to change the language of your agent in order to make it speak that language.
See attached
Got it!
Anytime!
Maksym Protsenko Wow, that seems to be easy. It's just that I might be a bit "slow" then. On a weekly call I asked about how to change between languages and I got the impression that I had to create a flow with the alternate language too. Maybe that is not in contradiction with what you say, but then why not let the language be a variable that can be swapped out for any language that is supported?
Hi Magnus, one agent can speak one language at a time. This is a limitation on our vendor's side, not ours. This is why you have to create different agents for different languages, and in case someone speaks a distinguished language other than the agent's language - you can use the 'agent transfer' feature to connect a caller with another agent that would speak the caller's language. Hope it helps!
Hey Magnus, thank you for your suggestion! While the current system allows agents to speak one language at a time, your idea of using a variable for language selection is interesting and could potentially streamline the process. However, based on the current documentation, Thoughtly's system is designed with specific language settings for each agent. The Agent Settings section allows you to "set the Agent's language" as part of the configuration process. This suggests that language is a fundamental attribute of each agent rather than a variable that can be easily changed mid-conversation. That said, there is a workaround mentioned in the documentation for handling multiple languages. The "Agent Transfer" feature can be used for "Language routing: Transfer the call to a Voice Agent that is configured to speak the caller's preferred language." While this doesn't directly address your suggestion of using a variable for language selection, it does provide a method for handling multilingual conversations by transferring between agents configured for different languages. It's worth noting that your suggestion could potentially improve the system by reducing redundancy, as you mentioned. However, implementing such a change would likely require significant modifications to the current architecture of the Agent Builder and how it handles language processing. If you're interested in pursuing this idea further, you might want to submit a feature request using our Feature Requests Slack channel to suggest this enhancement for future updates. Hope it helps! Thank you very much!
Hey @Maksym Protsenko, so if I understand your answer, I can build several Agents in diferent languages just cloning the english version and changing the Agent language. So eventhough the workflow was created in english, it will speak the language agent. Is it correct?
Hey Jorge Hernández, yes, you just have to select the correct language for every agent.