Real-Time Chat Translation

Transcript: Real-Time Chat Translation

BeyondTrust’s optional integration with GeoFluent gives your support desk a global advantage by translating chats between reps and customers in real time. Without a language barrier, your support team can reach customers across the globe.

BeyondTrust's Remote Support real-time translation chat supports German, Spanish (Latin American), Spanish (European), Finnish, French, Italian, Japanese, Dutch, Polish, Portuguese (Brazil), Portuguese (Portugal), Russian, Swedish, Turkish, Chinese, and Simplified Chinese.

To begin, you need to have a Lionbridge GeoFluent account that is configured with each language pair that will be used with BeyondTrust. This account will come with a GeoFluent API key and secret, both of which you need to set up chat translations in BeyondTrust.

Once this is done, go to your /login interface and click the Localization tab, then Real-Time Chat. In most cases, the GeoFluent API URL can be left with the default value, but this field can be edited to take advantage of your regional location for better performance. For example, in the US you can use the default URL https://api.geofluent.com, while in Europe you may want to use https://api-eu.geofluent.com. Your GeoFluent representative can help you decide if you need to change this value.

Next, enter the GeoFluent API key and secret, then click Save. Your B Series Appliance will test communications with the GeoFluent server, displaying an OK message for the Current Status. You will also see the list of language pairs available. These are the specific languages the system will use to carry out chat translation, from Language A to Language B, and this list should match the configuration of your GeoFluent account. Check the Enable Real Time Chat Translations box when you are ready to empower your Help Desk.

Keep in mind that language pairs are directional in nature. For example, an English to French language pair will translate any English words to French, but it will not translate from French to English. In this example, a second language pair is required to support the French to English direction.

Now that the real-time chat translation has been enabled, reps can select their preferred chat language. In the rep console, go to File > Global Settings and use the Preferred Chat Language dropdown menu to select your default language.

In this example, the rep has selected Portuguese as his preferred language. When an English-speaking customer initiates a session, the chat is translated in real time. Hovering the mouse over the customer’s name in the chat window shows which language he or she is speaking.

If needed, you can disable the GeoFluent translation service and type directly in the customer’s language. This can be useful for reps who are multilingual.

The combination of screen sharing and real-time chat translation offers you a powerful support toolset, enabling your organization to reach customers over a much wider geographical area.