Did anyone try how it works for outbound calls if the transcript is done only in the trunk language? So assuming the trunk language for outbound calls is english and the agent makes a call in spanish or french, then the transcription would be in english (rendering it completely useless).
In such case how does copilot work? Does it work in the language of the selected queue but if the transcript is completely useless as it is not in the spoken language am struggiling to see how this would work?
The way I see it AI cannot do any magic with a poor transcript even though it can often make more sense than humans when the quality is not great but transcripts in incorrect language won't be any use for any AI engine.
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Hichem Agrebi
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Original Message:
Sent: 12-06-2024 18:42
From: Robert Wakefield-Carl
Subject: agent copilot bilingual setup
Not presently, that is in beta at this time to show it in the Interaction Detail transcript tab. There are also Preview APIs that can pull that.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-05-2024 16:37
From: Kevin Chen
Subject: agent copilot bilingual setup
Thanks for that info @Robert Wakefield-Carl.
Slight off topic, do you know about agent copilot call summary in ACW, beside agent view during ACW, can supervisor review post call for quality./accuracy check of call summary? supervior want to spot check to ensure the call summary quality, if so which report is to show?
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Kevin Chen
Senior Network Administrator
Original Message:
Sent: 12-04-2024 22:19
From: Robert Wakefield-Carl
Subject: agent copilot bilingual setup
I am pretty sure this will not be possible. You will need to create an English Queue and a Spanish Queue. The reason for this is that a KB can only have one language and the CoPilot Assistant can only have one language chosen AND you can only assign a queue to one CoPilot Assistant. With all those limitations, I see no path to support multiple CoPilots with different languages in the same queue. Sorry, but unless someone else knows how to get around these limits, I see no other way.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-04-2024 19:39
From: Kevin Chen
Subject: agent copilot bilingual setup
hi community, try to look for answer regarding agent copilot bilingual setup, based on what I tried and read, agent copilot currently only have one language can be selected for the specified queue(s).
Is my understanding correct, in order to setup second language with new agent copilot configuration of same queue?
i.e.
- agent copilot English - English - QueueA
- agent copilot French - French - QueueA
#ConversationalAI(Bots,AgentAssist,etc.)
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Kevin Chen
Senior Network Administrator
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