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IVR Language Overrides Co-Pilot Language
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Best Answer
Jim Mayer
11-25-2024 16:01
Hello, For our deployment, when a caller first reaches our IVR, we provide a language selection menu ...
Jason Kleitz
11-26-2024 16:36
Hello Jim, I'm not aware of any workaround to accomplish this, so I will have to defer to anyone else ...
Robert Wakefield-Carl
12-01-2024 23:30
There is no way to reassign the language once it is at the agent, but is there any way you could do ...
Jim Mayer
12-02-2024 12:41
We have prompts in our IQF that will play English or Spanish that changing the language to English ...
Robert Wakefield-Carl
12-02-2024 12:55
From what I understand, the language is sent over with the transcript for the summarization. @Anik ...
Anik Dey
12-02-2024 13:15
Summarization should be using the transcript language in this case. So if the transcript was in Spanish, ...
Robert Wakefield-Carl
12-02-2024 13:20
What about a case where we have an interpreter. Agent is English, Customer is Spanish, and Interpreter ...
Jim Mayer
12-02-2024 15:50
Im adding some screenshots of what we are experiencing. We have situations where the caller chooses ...
Robert Wakefield-Carl
12-02-2024 16:33
I have another option. How about you give a button on a script that allows your agent to choose ...
Jim Mayer
12-03-2024 10:24
My concerns with the secure call approach are that it would interrupt the call with the customer ...
Leor Grebler
12-03-2024 16:49
Best Answer
We are looking at an approach where we could summarize each leg of the interaction and do so ...
Robert Wakefield-Carl
12-04-2024 17:51
Yes, the agent would have to press the button, but it would be milliseconds of interruption. ...
Jim Mayer
12-04-2024 19:42
Its something to test how long that would take if we go the route of the secure flow and if ...
Jim Mayer
12-04-2024 20:11
Initial testing is showing that it takes about 3 seconds when the script invokes the secure ...
Robert Wakefield-Carl
12-04-2024 20:27
Oh well. Let me test if there is an API that can be run by a script button to change the ...
Robert Wakefield-Carl
12-04-2024 21:17
Dead end. I looked up and down the API's and while we can change the language during routing, ...
Leor Grebler
12-05-2024 18:54
The multiple languages per leg of an interaction is an interesting problem. We are investigating ...
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IVR Language Overrides Co-Pilot Language
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Jim Mayer
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Posted 11-25-2024 16:01
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