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moinAI Live Chat: Automatic Translation

Automatic translation of live chat messages between users and live chat agents in different languages

Automatic live chat translation enables communication between users and live chat agents even when different languages are used. This reduces language barriers, allows international enquiries to be handled efficiently and improves the service experience.

This article describes how to activate automatic translation, how it works, and how to maintain the required profile languages of live chat agents.

  1. Activate automatic translation

  2. Functionality

  3. Manage profile languages for live chat agents

 

1. Activate automatic translation

Automatic translation in live chat is disabled by default and must be enabled via the live chat settings in the moinAI Hub. This is done as follows:

  1. Via the Bot Settings menu item, open the Livechat section.

  2. In the Automatic Translation section, activate the Translate Messages toggle.

2. Functionality

Automatic live chat translation is only used when customers and live chat agents speak different languages.
If the function is activated, the system compares the customer's language with the languages stored in the profile of the assigned live chat agent for each live chat.

  • If there is a language match, no translation is applied.

  • If there is no match, the messages are automatically translated.

Language recognition is channel-based. The language of a chat is determined by the channel language, not by the actual message formulated. If the channel language and the agent's language differ, automatic translation is used. moinAI will soon provide optimised functions for this area of application.

3. Manage profile languages for live chat agents

Language skills can be stored in the respective profile for all live chat agents. This information forms the basis for automatic translation in live chat.

Profile languages can be maintained in two ways: by supervisors or by the live chat agents themselves.

Entering languages by supervisors

  1. Open the agent overview via the menu item Bot Settings → Livechat.

  2. In the Agents area, open the desired profile using the pencil icon.

  3. Via Edit Agent, enter the spoken languages or select from the list of available languages using the down arrow.

  4. Apply the changes by clicking Save.
    The stored languages will then be displayed next to the profile name.

Set language via your profile

  1. Open your personal profile view in the Hub via the menu item Profile → My Profile.

  2. In the Livechat Profile section, enter your language skills in the Languages Spoken field.

  3. Click Save to apply the changes.