Configuring a multilingual chatbot
To better support globally distributed business solutions, you use Pega Customer Service™ to configure a chatbot and ensure that it interacts with customers in multiple languages.
Video
Transcript
This demonstration shows you how to configure a multilingual chatbot.
U+ Bank wants to support its globally distributed customers by configuring a chatbot that interacts with customers in English, French, and German.
To implement this business requirement, open the Retail bank Digital Messaging interface.
On the Configuration tab, in the Supported languages field, you can add the languages that a chatbot uses to interact with customers.
In this scenario, U+ Bank wants the chatbot to interact with its customers in three languages: English, French, and German. In the Supported languages field, select French and German.
The default language is English. However, you can change the default language to another language by displaying that language as the first selection in the Supported languages list. For example, if you move German to the first position and then move English to the next position in the list, German becomes the default language.
Note: The languages that you select are displayed on the Languages tab of a connection in the Digital Messaging Manager.
Save the supported languages.
In the Content section, click Add response to add new chatbot responses in the predefined languages.
On the Response tab, select the Response type as Text. In the Response command field, enter the response command as aider, and in the Response text section, select a language in which you want your chatbot to respond to a customer. Therefore, first select English, and then in the Response text text box enter a English-language reply to the response command, for example, Hi, how can I help you?.
Now, select French in the Response text field, and enter a French-language reply to the response command, for example, Comment puis-je vous aider?.
Finally, select German in the Response text field, and enter a German-language reply to the response command, for example, Womit kann ich Ihnen behilflich sein?.
Click Submit and then Save the changes.
Note: If you do not define the text in another language for the Response text, the system uses the text in the default language for the field.
Now, click Manage connections tab to access the Retail bank web messaging connection in the Digital Messaging Manager window, and then add a chat heading for the predefined languages.
Click Add chat heading for another language to enter the text in the specified language. This text is displayed as the chat window heading in the U+ Bank website. In this case, in the Chat heading section, add the French and German languages. In the Chat heading field for each language, enter a label, and then click Save.
Once you successfully configure the languages, test the configurations by logging in to the U+ Bank Retail website as a customer.
Note: The chatbot detects the language of the customer based on the language settings of the browser they are using.
Open the chat window, and make sure that you see the defined chat heading and its response.
You have reached the end of this video. You learned:
- How to configure a multilingual chatbot to support globally distributed customers.
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