How does Google Translate work with Chat?

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13 Comments

  • Vijaya Kumar Appasani
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    Hi Claire Miller, 

    For End-User, is there any way to send only 'translation' message rather than sending both un-translated and translated messages, it doesn't really give good customer experience for end-user to see 2 messages every time when translation is happened on Agent console. 

     

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  • Duncan
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    Hi Vijaya, see this thread here

    https://zopimsupport.zendesk.com/hc/en-us/community/posts/210315887-Google-Translate-dont-show-translated-in-brackets

    I'm looking for exactly the same thing...

     

     

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  • Mark Hinson
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    Can you tell me how the Google Translate Engine is integrated? 

    We have a prospect, a company that works in the Banking sector.  They are interested in Chat Translation, they support a wide selection of languages, they are concerned how Zendesk use the Google Translate. 

    Their question is if the text typed by the end-user or the reply typed by the agent is sent to Google's servers and if that text is recorded/stored by Google OR if the Google Translate technology is incorporated within Zendesk's own infrastructure and that the text is not shared with Google.

    thank you, Mark

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  • Heather Rommel
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    Is this a setting in Chat?

    We would also have the same question as Mark Hinson. For privacy/security reasons, we would want to understand the routing and possible retention of the text.

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  • Travis Rider
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    Hey Heather,

    The data is sent to Google for translation but the data is not stored. Kindly see the following URL for a bit more information about Google Translation and Data Confidentiality

    Let us know if you have any questions.

    Thanks!

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  • Heather Rommel
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    Thank you, Travis! This is very helpful.

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  • Teresa Goodnough
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    Zendesk chat is HIPAA, correct? Our subscription includes advanced security. We also have the similar question as Mark Hinson. For privacy/security reasons, we would also like to understand if the using Zendesk Chat with Google translate will cause any security issues.

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  • Hervin Centeno
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    Hi Teresa,

    Since you have the Advanced Security add-on, I can confirm that Zendesk Chat (Enterprise) is covered by a Business Associate Agreement that ensures HIPAA compliance. 

    Additionally, I can confirm that utilizing Zendesk Chat with Google translate should not cause any security issues. Like my associate, Travis, mentioned above, the data that is sent to Google to be translated is not stored. In short, the data is only sent to Google to be translated.

    Please let us know if there's anything else we can clarify or if you have any additional questions!

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  • Giuseppe Licata
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    Good morning, 

    Seems that Google translate supports all the languages from the customer side. 

    Instead seems that for the agents side, the integration only support English. Would be possible to agents answer in their native language (for example Spanish) and automatic translate their answer in the native language of the customer? 

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  • Fiona
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    Would a customer typing in capital letters prevent the autotranslation from picking up? I just had a customer typing in Spanish and the autotranslate didn't show. Just wondering if that might be why. Thanks!

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  • Brett - Community Manager
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    Hey Fiona,

    From what I could find out, Google Translate is case sensitive which can affect what's being auto-translated. Have you had any other occurrences where the auto-translation did not work as expected?

    Let me know!

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  • Fiona
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    Hi Brett

    I'll keep an eye out to see if it happens again. We don't often deal with chat, so I haven't got a lot of data or examples to pull from - that was the only reason I could think of as to why it didn't work this time. 

    Thanks!

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  • Brett - Community Manager
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    Happy to help Fiona :)

    Let us know if the issue comes up again!

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