Languages and Speech¶
This feature lets you configure the language and speech settings within Contact Center module, to manage how your contact center uses languages and speech recognition.
Go to Contact Center AI > CONFIGURATIONS > Languages & Speech to access Languages and Speech settings.
This section of the Contact Center AI module provides access to the following settings:
- Language Supported for Bot & Agent: Define the languages you want agents and automation to work with.
- Hold Audio: Define the default audio that plays to callers while on hold or waiting in the queue.
- Voice Authentication: Voice authentication uses voiceprints to identify and authenticate users for secure access.
Language Management¶
This feature helps manage the languages supported by the contact center infrastructure. You can add support for specific languages and enable, disable specific languages.
To manage languages, select Supported Languages.
Administrators can add languages for AI Agents while setting up the app or later by accessing Language Management.
Add a Language¶
Follow these steps to add a new language:
- Select the languages from the Language pane.
- Select Save to save your new languages.
Disable and Re-Enable a Language¶
To disable a language and its access flows, uncheck its corresponding checkbox, then select Save. This deactivates the language, and it's no longer be available within the selected access channels; however, it won't be removed.
You can enable the language again later by selecting its corresponding checkbox, then saving.
List of Supported Languages for AI Agents (Bots) and Human Agents¶
The system supports the following languages for AI Agents (Bots) and Human Agents:
| Afrikaans | English | Indonesian | Malayalam | Sesotho | Ukrainian |
|---|---|---|---|---|---|
| Albanian | Esperanto | Irish | Maltese | Sona | Urdu |
| Amharic | Estonian | Italian | Maori | Sinhala (Sinhalese) | Uyghur |
| Arabic | Filipino | Japanese | Marathi | Slovak | Uzbek (Latin) |
| Armenian | Finnish | Javanese | Mongolian (Cyrillic) | Slovenian | Vietnamese |
| Assamese | French | Kannada | Myanmar (Burmese) | Somali | Welsh |
| Azerbaijani | Galician | Kazakh | Nepali | Spanish | Wolof |
| Basque | German | Khmer | Norwegian | Sudanese | Xhosa |
| Belarusian | Georgian | Kinyarwanda | Nyanja (Chichewa) | Swahili | Yiddish |
| Bangla | Greek | Korean | Odia | Swedish | Yoruba |
| Bosnian | Gujarati | Kurdish (Central) | Persian | Tagalog | Zulu |
| Bulgarian | Haitian Creole | Kyrgyz | Polish | Tajik | |
| Catalan | Hausa | Lao | Portuguese (Brazil) | Tamil | |
| Cebuano | Hawaiian | Latin | Portuguese (European) | Tatar | |
| Chinese Simplified | Hebrew | Latvian | Punjabi | Telugu | |
| Corsican | Hindi | Lithuanian | Russian | Thai | |
| Croatian | Hmong Daw | Luxembourgish | Romanian | Tibetan | |
| Czech | Hungarian | Macedonian | Samoan | Traditional Chinese | |
| Danish | Icelandic | Malagasy | Scots Gaelic | Turkish | |
| Dutch | Igbo | Malay | Serbian (Cyrillic) | Turkmen |
Hold Audio¶
This option helps configure the audio played to a caller while on hold or waiting in the queue.
To configure the Hold Audio, go to Languages & Speech and select the Hold Audio option.
Add Hold Audio Files¶
- In the Hold Audio panel, select Browse to select and upload your .WAV audio file. Alternatively, you can drag the file to the panel.
- After the file uploads, you can adjust the audio file name in the Rename Audio text area.
- Select Save to add the new audio file and it's automatically added to the Hold Audio list. The uploaded audio plays to the caller while on hold or waiting in the queue.
Delete Hold Audio Files¶
Follow these steps to delete hold audio files:
- Delete a file from the saved list by selecting the Delete icon next to it. The system asks you to confirm your choice. Re-upload the files deleted from the list if you change your mind.
- Remove an uploaded file that hasn't been saved to the list by selecting the Delete (x) option on the upper right corner of the upload panel.
Voice Authentication¶
Voice authentication uses voiceprints to identify and authenticate users for secure access.
Follow these steps to configure voice authentication:
-
Go to Languages & Speech and select the Voice Authentication option.
-
Turn on the toggle to Enable Voice Biometric Authentication and select the Voice Biometric Provider. You can choose between Illuma and ID R&D.
-
Enter the Host URL and the API key provided by the Voice Biometric Provider.
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Select Save to apply the changes.