mcosicaws
commented
3 years ago Is that related to voice or chat?
For voice, the solution utilize Amazon Transcribe for speech to text, therefore the language has to be supported by Amazon Transcribe. More details can be found here:
https://docs.aws.amazon.com/transcribe/latest/dg/API_streaming_StartStreamTranscription.html
Please check LanguageCode parameter.
Once you confirmed the language is supported, you need to set the languageCode parameter in your Contact Flow.
More details can be found here:
https://docs.aws.amazon.com/solutions/latest/ai-powered-speech-analytics-for-amazon-connect/controlling-solution-behavior.html
On the client side, customer language is then set on this line:
https://github.com/amazon-connect/ai-powered-speech-analytics-for-amazon-connect/blob/main/source/web_site/agentAssist.html#L487
customerLanguage = fromLanguageDict[attr.languageCode.value];
List of agent languages (drop-down selection) is defined here: https://github.com/amazon-connect/ai-powered-speech-analytics-for-amazon-connect/blob/main/source/web_site/agentAssist.html#L1274 You can expand this list with any additional languages supported by Amazon Translate service.
The solution utilize Amazon Translate, please check the list of supported languages here: https://docs.aws.amazon.com/translate/latest/dg/what-is.html#language-pairs
Therefore, for voice, customer language (set in Contact Flow) is translated into the agent language (set in the drop-down list)
On the other hand, chat messages do not require Amazon Transcribe, and solution utilizes Amazon Comprehend to detect the customer language: https://github.com/amazon-connect/ai-powered-speech-analytics-for-amazon-connect/blob/main/source/web_site/agentAssist.html#L860
List of agent languages (drop-down selection) is defined here: https://github.com/amazon-connect/ai-powered-speech-analytics-for-amazon-connect/blob/main/source/web_site/agentAssist.html#L1192 You can expand this list with any additional languages supported by Amazon Translate service.
Basically, for chat, customer detected language is then translated into the selected agent language.
I hope this helps, but please let us know if you need more details.
Thanks, Milos
Is it possible to add more languages to translate into? I'm trying to add French, but I have no idea where I might have to modify the code.