Multi-Language Support

Anthology Digital Assistant version 1.2 and later provides multi-language support for English, French, and Spanish.

When the Digital Assistant is configured for multiple languages:

• The bot displays the list of supported languages before the greeting message.

• The welcome/greeting message is shown in the selected language.

• The bot returns responses in the selected language for any question a visitor posts.

See Multi-Language Web Chat.

Digital Assistant uses the Translator component of the Azure Cognitive Service for multi-language support.

• If the cognitive model doesn't have to look up from Anthology Reach, the Translator service will translate the answer back to the language the visitor has chosen.

• If the cognitive model requires a look up from Anthology Reach, the bot will pass the Locale name to the Live Assist Xrm API to fetch the answer in the chosen language.

Language Configuration in the Customer Administration Portal

In the Customer Administration Portal, clients can select the languages they would like to use along with the default culture. The Digital Assistant displays language selection messages to the visitor based on the default language configured for that tenant.

• If more than one supported language is configured for the tenant, Renee prompts the visitor to select a language from the list of supported languages configured for that tenant.

• If only one language is configured, the Digital Assistant skips the language selection step.

When the CRM Domain for Anthology Reach is not configured, the Customer Administration Portal also enables clients to select whether to translate the chat email from the language used in the chat to the configured default language for the tenant. If this option is cleared, chat messages will be saved in the language used by the chat visitor.

For more information, see Language Support and General settings in the Customer Administration Portal.

BotQuestionResponseEntity in Anthology Reach Populated Based on Selected Language

When clients configure languages they wish to support in the Customer Administration Portal, a script updates the BotQuestionResponseEntity in Anthology Reach with the FAQs for each language.

For more information, see Manage Answers and Publish QnA Pairs.

Localization Support for Custom Skills

When the cognitive model is extended with custom skill bots, localization is supported as well. For every incoming activity to the bot and any activity the bot sends back in response (i.e., for each turn), the CurrentCulture is updated based on the selected language. To pass the same culture info to the skill bot, the Activity object in the turnContext is updated with the Locale setting.

Custom skills require localized manifest JSON files (e.g., manifest-en-us.json, manifest-fr-fr.json, manifest-es-es.json). The administrator will need to provide the endpoints for the skill bot and localized description of the activities accepted by the skill bot in the manifest files.

For more information, see Localize a Skill Bot and Add a Manifest.json.

Live Assist Configuration for Multi-Language Support

When a visitor wants to chat in a language other than English and then wants to chat with an agent, the Digital Assistant has the ability to transfer to agents that can respond in the selected language. When transferring a chat to an Anthology Reach user or Live Assist agent, the bot can select an agent with the appropriate RENEEESCALATE skill. The skills available for selection in the Live Assist Engagement Portal are:

• RENEEESCALATE for English

• RENEEESCALATE_ES for Spanish

• RENEEESCALATE_FR for French

For more information, see Create the Multi-Language RENEEESCALATE Skill.