Work with multi-language Agent Copilot
To create a multi-language Agent Copilot, perform the following steps:
- Click Menu > Orchestration > AI Studio > Agent Copilots.
- Click New Copilot.
- Enter a name and select your preferred language.
To create a multi-language Agent Copilot, the language you selected first is set as the default language. For more information, see Genesys Agent Copilot in Genesys Cloud supported languages. - Select the voice transcription service that you want to use. For more information, see About voice transcription.
- To add more languages, click +Add other Languages.
- For each additional language, choose the language and corresponding voice transcription service.
After you add all desired languages, configure each language individually:
- In the upper right corner, select the language you want to configure.
- Follow the Agent Copilot configuration steps for that language. For more information, see Configure Genesys Agent Copilot settings.
Notes:
- If a language is not configured correctly, a warning message appears.
- If you enable natural language understanding, it uses the intents in the default language. To use the intents in additional languages, you must add utterances for those languages manually to the intents. You can also use AI to generate utterances in bulk. For more information about how to set up natural language understanding, see Best practices to build and test your natural language understanding.
- If you use the Rules Engine, you must edit the actions to associate them with the correct language. When you add a new language, all rules are disabled by default until you enable them for the additional languages. You can add content separately for each additional language.
- For wrap-up code prediction to work properly, you must create wrap-up codes in each language and assign them to the queues. For more information about wrap up codes, see About wrap-up codes.
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