Automatically Translate Live Chats

SmarterTrack can automatically translate live chats via Microsoft Translator or Google Translate. This allows agents and customers to communicate effectively, even if they do not speak the same language. Both translation services have their pros and cons, so administrators should choose the service that best fits their business needs.
 
NOTE: Because both Microsoft and Google charge a fee for their translation service, SmarterTrack will track how many characters and requests your server has attempted to translate to aid you in managing your translation subscription costs.

 

Applies to SmarterTrack 11.x-12.x

Microsoft Translator
The Microsoft Translator API is a paid service, but subscribers are allowed to translate a maximum number of characters free of charge. Pricing information is available at http://msdn.microsoft.com/en-us/library/hh454950.aspx.
 
Follow these steps to automatically translate live chats using the Microsoft Translator API:
 
  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click on the Settings icon. Then expand the Configuration folder and click on Connected Services.
  3. On the Integrations tab, select Azure for the Translation Provider.
  4. Click on Instructions for obtaining a Subscription key. This will open the Microsoft Translator service page of the Windows Azure Marketplace in your browser.
  5. Choose a subscription plan and click Sign Up.
  6. Log in to the Windows Azure Marketplace using your Windows Live ID.
  7. If your account is not set up for the Azure Marketplace, complete the registration information.
  8. Agree to the subscription terms and click Sign Up. Once this step is complete, you may close the browser window.
  9. You will now need to register your SmarterTrack installation with the Azure Marketplace. In SmarterTrack, click the Obtain Key menu and click Register Installation. The registration page will load in your browser and you may be required to log in using your Windows Live ID.
  10. Complete the following required fields:
    • Client ID - An identifier used to represent your SmarterTrack installation
    • Client Secret - A security key that allows Microsoft Translator to interact with your SmarterTrack installation. This key is provided by Microsoft and should not be changed.
    • Name - Your name
    • Redirect URI - The URL of your SmarterTrack installation. For example, http://portal.example.com
  11. Take a note of the client ID and the client secret, as you'll need it later. NOTE: If necessary, you may retrieve this information at a later time by editing the registered app.
  12. Click Register.
  13. Once registration is complete, close the browser and return to SmarterTrack.
  14. In the Client ID field, enter the client ID you just created.
  15. In the Client Secret field, enter the client secret provided by Microsoft.
  16. Click Save.
NOTE: There may be a slight delay after the initial setup while Microsoft Translator configures your service.
 

Google Translate
The Google Translate API is a paid service. Pricing information is available at http://code.google.com/apis/language/translate/v2/pricing.html.

Follow these steps to automatically translate live chats using the Google Translate API:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the Settings >> Configuration >> Integrations.
  3. In the Integrations tab, select Google for the Translation Provider.
  4. Click the Instructions for obtaining an API Key link. This will open the Google APIs Console in your browser. If you are not logged in to Google, you will be prompted to log in.
  5. If you have not used the Google APIs Console before, you will be prompted to enable access to the console. Click Create Project.
  6. Click the Services tab.
  7. Find the Translate API and change the status to ON.
  8. Accept the Google Translate API Terms of Service.
  9. Click the Billing tab. If your Google account is not set up for Google Checkout, click Enable Billing and complete the required information.
  10. Click the API Access tab.
  11. Copy the API key and return to SmarterTrack.
  12. Paste the key into the API Key field.
  13. Click Save.

 

Applies to SmarterTrack 7.x - 10.x

Microsoft Translator
The Microsoft Translator API is a paid service, but subscribers are allowed to translate a maximum number of characters free of charge. Pricing information is available at http://msdn.microsoft.com/en-us/library/hh454950.aspx.
 
Follow these steps to automatically translate live chats using the Microsoft Translator API:
 
  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Live Chats folders in the navigation pane.
  4. Click Live Chat Settings.
  5. Click the Translations tab.
  6. In the Auto-translator field, select Microsoft Translator.
  7. Click the Obtain Key menu and click Sign Up. This will open the Microsoft Translator service page of the Windows Azure Marketplace in your browser.
  8. Choose a subscription plan and click Sign Up.
  9. Log in to the Windows Azure Marketplace using your Windows Live ID.
  10. If your account is not set up for the Azure Marketplace, complete the registration information.
  11. Agree to the subscription terms and click Sign Up. Once this step is complete, you may close the browser window.
  12. You will now need to register your SmarterTrack installation with the Azure Marketplace. In SmarterTrack, click the Obtain Key menu and click Register Installation. The registration page will load in your browser and you may be required to log in using your Windows Live ID.
  13. Complete the following required fields:
    • Client ID - An identifier used to represent your SmarterTrack installation
    • Client Secret - A security key that allows Microsoft Translator to interact with your SmarterTrack installation. This key is provided by Microsoft and should not be changed.
    • Name - Your name
    • Redirect URI - The URL of your SmarterTrack installation. For example, http://portal.example.com
  14. Take a note of the client ID and the client secret, as you'll need it later. NOTE: If necessary, you may retrieve this information at a later time by editing the registered app.
  15. Click Register.
  16. Once registration is complete, close the browser and return to SmarterTrack.
  17. In the Client ID field, enter the client ID you just created.
  18. In the Client Secret field, enter the client secret provided by Microsoft.
  19. Click Save.
NOTE: There may be a slight delay after the initial setup while Microsoft Translator configures your service.
 

Google Translate
The Google Translate API is a paid service. Pricing information is available at http://code.google.com/apis/language/translate/v2/pricing.html.

Follow these steps to automatically translate live chats using the Google Translate API:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Live Chats folders in the navigation pane.
  4. Click Live Chat Settings.
  5. Click the Translations tab.
  6. In the Auto-translator field, select Google Translate.
  7. Click Obtain Key in the content pane toolbar. This will open the Google APIs Console in your browser. If you are not logged in to Google, you will be prompted to log in.
  8. If you have not used the Google APIs Console before, you will be prompted to enable access to the console. Click Create Project.
  9. Click the Services tab.
  10. Find the Translate API and change the status to ON.
  11. Accept the Google Translate API Terms of Service.
  12. Click the Billing tab. If your Google account is not set up for Google Checkout, click Enable Billing and complete the required information.
  13. Click the API Access tab.
  14. Copy the API key and return to SmarterTrack.
  15. Paste the key into the API Key field.
  16. Click Save.

NOTE: If you have already subscribed for Google Translate or Microsoft Translator, you may be able to skip some steps above. The steps for signing up and/or registering for these services were correct at the time this article was created.

For more information, please refer to the Live Chat Settings page of the SmarterTrack Online Help.

 

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