This help file describes eDesk AI Translation, explains why it's better than traditional translation, and how it works with other eDesk AI features.
Before you start
- eDesk AI Translation is available on AI plans. Take a look at our pricing page to find out more.
01 How does the improved AI Translation work?
eDesk AI Translation enables you to support customers in any language, and provides next-level translation that is fluent and flawless. Here's how it works:1. Each eDesk agent sets their 'Preferred language' under Settings > Account > Profile Preferences > General tab > Preferred language. This will be the language in which the eDesk interface will be displayed for the agent and it will be the default language that all customer messages are translated to, unless the message is already in a language that the agent is comfortable with.
2. eDesk agents will then set ALL languages they understand in Settings > Account > Profile Preferences > Mailbox. This will allow eDesk to know what languages the agent is comfortable using. Any incoming tickets written in the selected languages will not be translated for that particular agent. For all other languages, eDesk will automatically translate the tickets to the agent's selected preferred language to ensure agents can handle them effectively.
3. Then, when they open a ticket in their Mailbox, eDesk AI identifies the customer's incoming language and checks to see if it's in the list of languages the agent understands. If not, eDesk auto-translates the customer's message to the preferred language of the agent. In the example below, the original customer message was in French and it has been auto-translated to the agent's preferred language, English.
4. The agent reads the message in their preferred language and has the option to select the Globe icon in the message to view the original message from the customer, i.e. in the customer's language.
5. The agent types their response into the Reply Box and selects Send.
6. Our translation add-on will give the agent a few options: to send in the customer's original language (French in this example), in the agent's preferred language (English in this example) or to translate it to a few other languages (German or Italian in this example).
7. If a customer's first message was in English but then resorted to their native French later on in the conversation, eDesk would recognize that and translate it from French to English, no matter what language the conversation started in.
8. Once the incoming customer's message and the agent's outgoing message have been translated, agents can review and edit any auto-translated messages before sending.
02 Why choose eDesk AI Translation?
eDesk's AI Translation delivers real, tangible benefits to your customers and your business.- Better translation
Traditional auto-translation features provide literal translation, which is good enough to be understood but may sometimes fumble slang and contain grammatical errors. Our AI Translation uses a superior language model and is able to deliver high-quality, fluent, natural, and context-aware translation that reads like a native speaker.
Benefits: High quality communications build trust, deliver a better customer experience, and boost customer loyalty.
- Support for all major languages and many less-common languages
eDesk AI translation supports a wide range of translations for a significant number of languages, aiming to facilitate communication across linguistic barriers.
Benefits: The ability to support customers in their own language is critical to the successful expansion of your business abroad.
- Better language detection
eDesk AI Translation uses sophisticated algorithms to understand the meaning and context of incoming and outgoing messages, making it much more reliable for agents.
Benefits: A big time-saver for agents. As Agents can rely on the accuracy of the translation, they don't need to check it using other translation tools, and can deliver faster responses with less effort.
- Message cleaning
eDesk AI Translation detects the language of the customer message even if it's sent in a notification from a channel that's in a different language. For example, an English-speaking agent opens an automatic message from a marketplace that's in English but that contains a message from the customer in French. In this case, the customer's message would be translated from French to English so that the agent can understand it, and when they type their response in English, it will be translated to French for the customer.
Benefits: A comprehensive translation service that translates all incoming messages if needed.
- Further translation features
eDesk AI takes the hard work out of supporting customers in multiple languages. As well as Message cleaning, eDesk AI Translation enables agents to choose to send their outgoing message in one of a number of languages. They can edit the translation if required, and can also enhance their original response before translating it using the AI Composer. You can read more about our AI tools here.
Further readings:
To learn about language detection for AI Responses in eDesk, click here.
You can read more about our of AI tools here.
