18.6. Insight Language Configuration

Please note: For existing Insight users, in order to get access to these features you will need to be using the latest version of the Natterbox App. For more information about getting setup please speak to your Natterbox customer success manager.

Language Support

It's now possible to transcribe your insight calls in multiple languages and dialects, please note it's recommended to use the dialect specific to the region that your calls are being handled  where possible as this will produce higher quality transcriptions and result in better data produced for Insight analytics.

Insight now supports the following languages and dialects as of our Autumn 2023 release. Please make sure you are on our latest package to have access to these features:

• English

  • English (UK)

  • English (Australia)

  • English (India)

  • English (New Zealand)

  • English (US)

• German

• French

  • French (France)

  • French (Canada)

• Spanish

  • Spanish (Spain)

  • Spanish (Latin American)

• Italian

• Danish

• Chinese

  • Chinese (China)

  • Chinese (Taiwan)

• Dutch

• Japanese

• Korean

• Portuguese

  • Portuguese (Brazil)

  • Portuguese (Portuguese)

• Russian

• Swedish

• Turkish

By default all calls will be transcribed into English so you must ensure Insight is configured to use the language your agents and customers will be conversing in.

Configuring different languages for Insight

There’s three levels where the transcribed language can be set for Insight, at an account level, user level and routing policy level.

By default the language will always be English, otherwise the hierarchy of how the language setting is overwritten goes in the order : account, user then finally routing policy.

Account Level

1. Navigate to Account Settings

2. Under Insight Settings

3. Set the Transcription Language

User Level

1. Navigate to Natterbox Users

2. Edit a user’s record

3. Under Insight Settings

4. Set the Transcription Language

Routing Policy Level

1. Navigate to Routing Policies

2. Open the call policy (or policies) in which Insight is being used

3. Edit the Record and Analyse call component (This component is responsible for enabling Insight analysis on all calls that route via that policy)

4. Click on the Insight tab from within the settings

5. Ensure the Transcription Engine field has been set to Latest (as only the latest model supports the non-english languages)

6. Click on the dropdown Analysis Language and choose the appropriate language

7. Click Save on the policy editor

Note when you configure a Category, unless you’re using the Multiple language option you must ensure it matches the language set within the Record and Analyse component otherwise the Category won’t trigger. Matching the language between the transcription and the Category will reduce the amount of false positives triggered in Insight.

FAQ

Why don't I have access to any non-English languages from the component settings?

If you only have access to English variants, you may need to switch the transcription engine to use the latest model.

From the field Transcription Engine dropdown select Latest, now you should have access to all languages.

In Insight Search, why do my transcripts contain lots of nonsensical text?

The spoken language may be different to the selected transcribed language, please ensure that the language set within the Record and Analyse component is set to the matching language.

Are you able to auto-detect the language being spoken and automatically apply the correct language transcription?

Not currently, but we’re looking into it for future support.

If my call has been transcribed in the incorrect language, can I request Natterbox to re-transcribe it in the correct language?

No, calls must be correctly configured to the correct language before they are processed.

Why are my calls not being transcribed in the selected language

If you discover your calls are not being transcribed in the selected language as set from within the Record and Analyse component, first you will need to confirm that the affected calls are in fact routing through the call policy that has this component.

If they’re not, you may need to either change the routing so they go via the desired policy or you may need to add a new Record and Analyse component and set the language within the policy that the calls are currently routing via.

Natterbox can help advise on how to best configure this.

If calls are still not transcribed in the selected language then please reach out to Natterbox support.

Why are my calls not transcribing at all?

If you have selected one of the non-english languages, but the transcription engine has been switched back to the Legacy model, it will not be compatible.

You will see from the Record and Analyse component that the language is unset.

You will need to either choose an English language option from the ones provided otherwise it’s recommended to switch to the Latest model and choose a language before saving.