When a caller is identified as fluent in Spanish during a customer interaction, the CSR should be able to seamlessly switch the CS 360 portal interface, scripts, and UI/UX content from English to Spanish without disrupting the session. This capability will help improve communication, enhance the customer experience, and support multilingual service delivery.
Expected Solution
The CS 360 portal should provide a dedicated language toggle/button that allows the CSR to switch or reload the current portal screen in Spanish. Once selected, the portal should display:
UI labels and navigation elements in Spanish
CSR scripts and guided workflows in Spanish
Relevant customer interaction content in Spanish
The language switch should be intuitive, quick, and available during an active interaction without requiring the CSR to restart the session. And vice versa, if English.
Hi Senthur - wanted to clarify, are you suggesting the CSR desktop changes to Spanish because the caller’s primary language is Spanish or just those portions that the caller would see or that the CSR would read to them?
When the caller’s primary language is identified as Spanish and the ability to follow the conversation in Spanish; hence CSR would need an option to change. If the caller’s default language is Spanish (on the contact profile), the CSR desktop is also defaulted to Spanish.
Are there just certain parts of the workflow where the translation is needed? Or would you expect the entire desktop to change language, like using “Translate” in Chrome?
If the scripts (not just dialog script, but the context/state specific scripts) could be translated into Spanish that’s satisfies the immediate needs.
Alternatively, changing the entire desktop if option 1 is not feasible.