![]() The AWS Cloud Development Kit (AWS CDK) installed and the AWS Command Line Interface (AWS CLI) version 2 installed.This solution has the following prerequisites: Amazon API Gateway with AWS Lambda integration that converts the input text to the target language using the Amazon Translate SDK.A Salesforce Apex Callout class, which makes real-time calls to AWS to translate chat messages for the agent and the customer.An Aura-based web component that provides real-time chat translation services to the call center agent.A Lightning Web Component that overrides the chat for the customer and invokes Amazon Translate to translate the text in real time.This component lets the customer toggle between languages. A Lightning Web Component that implements a custom header for the customer chat. ![]() The solution is composed of the following components: The contact center agent persona uses the Service Cloud console, and the customer persona initiates the chat session via a customer support portal enabled by Salesforce Experience Cloud. The following diagram shows the solution architecture. In this post, we demonstrate how to link Salesforce and AWS in real time and use Amazon Translate from within Service Cloud. AWS and Salesforce have been in a strategic partnership since 2016, and are working together to innovate on behalf of customers. Whether by phone, web, chat, or email, this customer support software enables agents and customers to quickly connect and solve customer problems. Service Cloud by Salesforce is one of the world’s most popular and highly rated customer service software solutions. Adding multi-lingual machine translation to these customer support chat workflows provides cost-effective, scalable options that improve the customer experience by providing automated translations for users and agents, create an inclusive customer experience, and improve brand loyalty.Īmazon Translate is a neural machine translation service that delivers fast, high-quality, affordable, and customizable language translation. Using human interpreters for translation support is expensive, and infeasible since chats need real-time translation. ![]() This process can be cost-prohibitive and difficult to scale, leading many enterprises to only support English for chats. This post was co-authored with Mark Lott, Distinguished Technical Architect, Salesforce, Inc.Įnterprises that operate globally are experiencing challenges sourcing customer support professionals with multi-lingual experience.
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