Genesys Cloud - Main

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? 

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? 

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.  

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? 

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

What about a case where we have an interpreter.  Agent is English, Customer is Spanish, and Interpreter is both.  What would happen in this case to the transcript, STA, and summary?

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

Im adding some screenshots of what we are experiencing. We have situations where the caller chooses Spanish language in the IVR, but comes to our agent and speaks English with our agent, and the auto summarization is in Spanish. We also have situations where the caller chooses Spanish in the IVR, and needs an interpreter on the line, so mix of English and Spanish, and the auto summarization is in Spanish as well.

What about a case where we have an interpreter.  Agent is English, Customer is Spanish, and Interpreter is both.  What would happen in this case to the transcript, STA, and summary?

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

I have another option.  How about you give a button on a script that allows your agent to choose the language and have the button call a secure flow that changes to the language chosen.  That might keep the transcript in that language.  This is just an idea and needs testing.  

Im adding some screenshots of what we are experiencing. We have situations where the caller chooses Spanish language in the IVR, but comes to our agent and speaks English with our agent, and the auto summarization is in Spanish. We also have situations where the caller chooses Spanish in the IVR, and needs an interpreter on the line, so mix of English and Spanish, and the auto summarization is in Spanish as well.

What about a case where we have an interpreter.  Agent is English, Customer is Spanish, and Interpreter is both.  What would happen in this case to the transcript, STA, and summary?

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

My concerns with the secure call approach are that it would interrupt the call with the customer to make the change, and it relies on the agent clicking the script button. Also, in the cases where the customer chose Spanish in the IVR, but spoke English with our agent, they may not be aware of the issue until the call is already over. 

I have another option.  How about you give a button on a script that allows your agent to choose the language and have the button call a secure flow that changes to the language chosen.  That might keep the transcript in that language.  This is just an idea and needs testing.  

Im adding some screenshots of what we are experiencing. We have situations where the caller chooses Spanish language in the IVR, but comes to our agent and speaks English with our agent, and the auto summarization is in Spanish. We also have situations where the caller chooses Spanish in the IVR, and needs an interpreter on the line, so mix of English and Spanish, and the auto summarization is in Spanish as well.

What about a case where we have an interpreter.  Agent is English, Customer is Spanish, and Interpreter is both.  What would happen in this case to the transcript, STA, and summary?

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

My concerns with the secure call approach are that it would interrupt the call with the customer to make the change, and it relies on the agent clicking the script button. Also, in the cases where the customer chose Spanish in the IVR, but spoke English with our agent, they may not be aware of the issue until the call is already over. 

I have another option.  How about you give a button on a script that allows your agent to choose the language and have the button call a secure flow that changes to the language chosen.  That might keep the transcript in that language.  This is just an idea and needs testing.  

Im adding some screenshots of what we are experiencing. We have situations where the caller chooses Spanish language in the IVR, but comes to our agent and speaks English with our agent, and the auto summarization is in Spanish. We also have situations where the caller chooses Spanish in the IVR, and needs an interpreter on the line, so mix of English and Spanish, and the auto summarization is in Spanish as well.

What about a case where we have an interpreter.  Agent is English, Customer is Spanish, and Interpreter is both.  What would happen in this case to the transcript, STA, and summary?

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

Yes, the agent would have to press the button, but it would be milliseconds of interruption.  It would have to be at the point they start speaking all English. 

My concerns with the secure call approach are that it would interrupt the call with the customer to make the change, and it relies on the agent clicking the script button. Also, in the cases where the customer chose Spanish in the IVR, but spoke English with our agent, they may not be aware of the issue until the call is already over. 

I have another option.  How about you give a button on a script that allows your agent to choose the language and have the button call a secure flow that changes to the language chosen.  That might keep the transcript in that language.  This is just an idea and needs testing.  

Im adding some screenshots of what we are experiencing. We have situations where the caller chooses Spanish language in the IVR, but comes to our agent and speaks English with our agent, and the auto summarization is in Spanish. We also have situations where the caller chooses Spanish in the IVR, and needs an interpreter on the line, so mix of English and Spanish, and the auto summarization is in Spanish as well.

What about a case where we have an interpreter.  Agent is English, Customer is Spanish, and Interpreter is both.  What would happen in this case to the transcript, STA, and summary?

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

Yes, the agent would have to press the button, but it would be milliseconds of interruption.  It would have to be at the point they start speaking all English. 

My concerns with the secure call approach are that it would interrupt the call with the customer to make the change, and it relies on the agent clicking the script button. Also, in the cases where the customer chose Spanish in the IVR, but spoke English with our agent, they may not be aware of the issue until the call is already over. 

I have another option.  How about you give a button on a script that allows your agent to choose the language and have the button call a secure flow that changes to the language chosen.  That might keep the transcript in that language.  This is just an idea and needs testing.  

Im adding some screenshots of what we are experiencing. We have situations where the caller chooses Spanish language in the IVR, but comes to our agent and speaks English with our agent, and the auto summarization is in Spanish. We also have situations where the caller chooses Spanish in the IVR, and needs an interpreter on the line, so mix of English and Spanish, and the auto summarization is in Spanish as well.

What about a case where we have an interpreter.  Agent is English, Customer is Spanish, and Interpreter is both.  What would happen in this case to the transcript, STA, and summary?

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

Initial testing is showing that it takes about 3 seconds when the script invokes the secure flow to return the caller back to the agent, however while the secure flow set the language to English, the auto summarization came through as Spanish still. 

Yes, the agent would have to press the button, but it would be milliseconds of interruption.  It would have to be at the point they start speaking all English. 

My concerns with the secure call approach are that it would interrupt the call with the customer to make the change, and it relies on the agent clicking the script button. Also, in the cases where the customer chose Spanish in the IVR, but spoke English with our agent, they may not be aware of the issue until the call is already over. 

I have another option.  How about you give a button on a script that allows your agent to choose the language and have the button call a secure flow that changes to the language chosen.  That might keep the transcript in that language.  This is just an idea and needs testing.  

Im adding some screenshots of what we are experiencing. We have situations where the caller chooses Spanish language in the IVR, but comes to our agent and speaks English with our agent, and the auto summarization is in Spanish. We also have situations where the caller chooses Spanish in the IVR, and needs an interpreter on the line, so mix of English and Spanish, and the auto summarization is in Spanish as well.

What about a case where we have an interpreter.  Agent is English, Customer is Spanish, and Interpreter is both.  What would happen in this case to the transcript, STA, and summary?

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

Initial testing is showing that it takes about 3 seconds when the script invokes the secure flow to return the caller back to the agent, however while the secure flow set the language to English, the auto summarization came through as Spanish still. 

Yes, the agent would have to press the button, but it would be milliseconds of interruption.  It would have to be at the point they start speaking all English. 

My concerns with the secure call approach are that it would interrupt the call with the customer to make the change, and it relies on the agent clicking the script button. Also, in the cases where the customer chose Spanish in the IVR, but spoke English with our agent, they may not be aware of the issue until the call is already over. 

I have another option.  How about you give a button on a script that allows your agent to choose the language and have the button call a secure flow that changes to the language chosen.  That might keep the transcript in that language.  This is just an idea and needs testing.  

Im adding some screenshots of what we are experiencing. We have situations where the caller chooses Spanish language in the IVR, but comes to our agent and speaks English with our agent, and the auto summarization is in Spanish. We also have situations where the caller chooses Spanish in the IVR, and needs an interpreter on the line, so mix of English and Spanish, and the auto summarization is in Spanish as well.

What about a case where we have an interpreter.  Agent is English, Customer is Spanish, and Interpreter is both.  What would happen in this case to the transcript, STA, and summary?

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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? 

Dead end.  I looked up and down the API's and while we can change the language during routing, we can't touch it after it hits a queue or agent.  I guess up to @Leor Grebler to come up with something creative on the AI side.  

Initial testing is showing that it takes about 3 seconds when the script invokes the secure flow to return the caller back to the agent, however while the secure flow set the language to English, the auto summarization came through as Spanish still. 

Yes, the agent would have to press the button, but it would be milliseconds of interruption.  It would have to be at the point they start speaking all English. 

My concerns with the secure call approach are that it would interrupt the call with the customer to make the change, and it relies on the agent clicking the script button. Also, in the cases where the customer chose Spanish in the IVR, but spoke English with our agent, they may not be aware of the issue until the call is already over. 

I have another option.  How about you give a button on a script that allows your agent to choose the language and have the button call a secure flow that changes to the language chosen.  That might keep the transcript in that language.  This is just an idea and needs testing.  

Im adding some screenshots of what we are experiencing. We have situations where the caller chooses Spanish language in the IVR, but comes to our agent and speaks English with our agent, and the auto summarization is in Spanish. We also have situations where the caller chooses Spanish in the IVR, and needs an interpreter on the line, so mix of English and Spanish, and the auto summarization is in Spanish as well.

What about a case where we have an interpreter.  Agent is English, Customer is Spanish, and Interpreter is both.  What would happen in this case to the transcript, STA, and summary?

Summarization should be using the transcript language in this case. So if the transcript was in Spanish, the summary generated will be in Spanish. 

Adding @Sean Rooney for visibility.

From what I understand, the language is sent over with the transcript for the summarization.  @Anik Dey or @Leor Grebler, will summarization automatically pick up language or only go off what the transcript was set for?

We have prompts in our IQF that will play English or Spanish that changing the language to English prior to Transfer to ACD would break. 

Does this confirm the language in the IVR overrides the default language of CoPilot auto-summarization? 

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.  

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?