(60+ languages supported)
The purpose of detecting the language:
- Let the autoresponder respond to customers in their language
- Route conversations to teams with specific language skills
- Report on the languages used by your customers
- Store the customer language in your CRM
How does language detection work?
Example 1: Success on the first message
|“Hello, I have a question about my invoice. Can you please help me out?”||97.5% English, language set to English|
Example 2: Success on the third message
|1 – “Hi”||Will not be processed, the message is too short (min. 25 characters)|
|2 – “Hello, I have a question about an invoice”||87.8% English below required certainty threshold of 90%|
|3 – “Can you please explain why the amount is higher than last month? It seems to me that some additional charges have been applied.”||99.3% English, language set to English|
How to set up language detection?
Enable language detection in your account
Language detection is disabled by default. When enabling this feature, you will have to decide what languages you want to detect automatically. The fewer languages you select, the better it will function. We recommend selecting no more than ten languages.
Making the language visible
Once the language detection is enabled, it will automatically store the detected language in a contact attribute called “Language”. You can choose to show the language as part of the Contact Attributes.
Go to Settings – Agent Workspace – Contact Attributes to manage your contact attributes. Use the toggle to make the contact attribute visible.
Routing based on language
If you are already familiar with using teams and skills-based routing, you know that you can route conversations based on topics, and customer segments. With language detection, you can now create customer segments using the customers’ language. This enables you to route a conversation to a different team based on the language.
Autoresponder with multiple languages
Language in CRM API
You can also retrieve the customers’ language from your CRM. Or the other way around, store the customer language in your CRM. We have added a variable named
spark-language in the CRM API. More details on how to integrate with CRM can be found here.
Language reporting and exports
On the Conversations dashboard, we have added a “Resolved Conversations per Language” chart. This will give you an overview of how many conversations have been taking place in what language.
Language in conversations export
We have added a Language column to the Resolved Conversations export. This field will only be populated if the language for a conversation is known.
See the full details of the resolved conversations export here.