Real-time Machine Translation in Live Chat

Use real-time machine translation to enable seamless multilingual communication between clients and agents during live chat sessions.

When real-time machine translation is enabled on the bot, clients and agents can interact in different languages, and the chatbot will automatically translate messages in both directions.

For example, a French-speaking client chatting with an English-speaking agent can type in French, while the agent responds in English. The DRUID bot handles translating messages to the appropriate language so both parties understand each other without needing a common language.

How it works

The Live Chat component integrates with real-time machine translation services such as SDL Machine Translation Cloud and Azure Translator (Cognitive Services). This integration supports over 100 language combinations, allowing human agents and virtual assistants to provide support in multiple languages simultaneously—without manually authoring responses in each language.

When a message is received in a language different from the recipient’s configured language, the chatbot translates it before displaying it in the Live Chat interface.

Requirements

To use real-time machine translation in Live Chat:

• You must have an active SDL or Azure Translator account.
• Machine translation must be enabled and the desired machine language service must be configured for Conversation time translation on your bot.
• Enable and configure language change detection on the bot.

For information on how to enable and configure machine translation, see Using Machine Translation.