There is no way to reassign the language once it is at the agent, but is there any way you could do that before it reaches the agent? It could be as simple as use the Set Language just before it gets to transfer to ACD spot. Genesys is working on auto-detection of language, but not something for the short term.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 11-25-2024 16:01
From: Jim Mayer
Subject: IVR Language Overrides Co-Pilot Language
Hello,
For our deployment, when a caller first reaches our IVR, we provide a language selection menu for Spanish speakers. All of our agents take both English and Spanish calls, with Spanish calls requiring an interpreter to assist the caller. We are running into instances where the caller will choose the Spanish language in the IVR, and whether they speak Spanish or English with our agent this appears to be overriding Co-Pilot's default language selection and as a result will output the auto summarization in Spanish. I opened a ticket with Genesys support, and they were able to confirm the language in the IVR is prioritized over the default language selection of our Copilot.
Has anyone else ran into this situation and have a workaround for this?
#ConversationalAI(Bots,AgentAssist,etc.)
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Jim Mayer
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