Handle multilingual chats

An insurance customer in Rome, Italy initiates a chat with a support representative in New York. Using the automatic translation tool, the agent is able to handle the chat request in English while the customer uses their native Italian. The tool translates chat conversations between customers and agents, giving them the flexibility to communicate in their respective native languages. If this chat is handled by an agent who happens to speak Italian, they can choose to handle the conversation without the aid of the translation tool.

8x8 Contact Center introduces multilingual support for chat. Customers can choose to chat in any of the supported languages. Agents can handle customer chats in any of the supported languages they know or use automatic translation tool. Each 8x8 Contact Center agent is associated with one primary and one or more secondary languages of fluency.

  • If the chat request is in one of these languages, agents can chat in the requested language.
  • If the chat request is not in their primary or secondary language, agents can use the automatic translation tool.

With Multilingual support for chat:

  • Administrators can provide language choice in embedded chat.
  • Customers can choose to chat in a language of their choice.
  • Agents can handle customer chats in any of the supported languages.

Supported languages

8x8 Contact Center offers chat translation support for:

English, Russian, German, Japanese, Spanish, French, Chinese, Portuguese, Italian, and Polish.

Configure multilingual support for chat

To configure multilingual support for chat, administrators must:

  • Configure a pre-chat form in the embedded chat flow.
  • Offer language choice for customers in the pre-chat form.
  • Include the pre-chat form in the chat script that controls the chat flow.
  • Indicate the primary and secondary languages of agents.

Multilingual chat flow

The multilingual chat flow can be represented as follows:

  1. A customer visiting a website initiates a chat by clicking the chat button.
  2. A pre-chat form is presented to the customer to indicate language choice.
  3. The customer fills in the form, selects a language to chat in, and submits the chat request.
  4. The request enters the chat queue in 8x8 Contact Center and is offered to an agent.
  5. On receiving a chat, the control panel indicates the language of choice for the chat.
  6. On accepting the chat, agents can process the chat using their language of fluency, or use the automatic translation tool.

    Note: Automatic translation is available only in the absence of language match or a secondary language match. In case of primary language match, automatic translation is disabled.

  7. By using the translation tool, messages from the customer are translated to agent's primary language, and vice versa.

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