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Rule-Based ChatBot

Overview

Section One

Multi-Lingual ChatBot Creation

Section Two

Customer Experience

Section Three

 Section One – Overview
  • Language I/O (LIO) uses automated translation tools to provide a multi-lingual Einstein Bot without the need to create multiple ChatBots.
  • LIO conversational translation technology:
    • takes away the complexity and effort of creating multiple ChatBots.
    • allows companies to maintain one source language ChatBot that supports their multilingual customer base.
  • There are two options to have the Rule-Based ChatBot Menu Labels (menu label examples circled in red below) translated to the customer’s desired language(s).
    • Option 1 - Pre-translate menus into multiple languages.
    • Option 2 - Menu labels translated in real-time.
      • This is the best option if flexibility in updating the menu structure regularly is desired.

Example below shows:

        • LIO ChatBot as the English one source language ChatBot with LIO ChatBot Chinese & LIO Chatbot Spanish as the translated definitions.

Overview_with_red_circle.png

Section Two – Multi-Lingual ChatBot Creation
Step Action
1

Navigate to the Service Cloud Einstein via the following path:

Setup > Feature Settings > Service > Service Cloud Einstein
2

Export ChatBot definition to LIO. (LIO Chatbot shown below)

Chatbot_screenshot3.25.png

Note:

Use .BOT format

3 LIO creates a translation project and uses human linguists to translate the ChatBot menu labels to the requested languages.
4

LIO then imports the translated ChatBot definition(s) back to the Service Cloud Einstein. (LIO ChatBot Chinese & LIO Chatbot Spanish shown below)

Chatbot_screenshot3.png

Section Three – Customer Experience
Step Action
1

Language is detected using either the:

  • language typed in the Subject field
  • browser language setting
  • an Apex Invocable method
2

ChatBot menu labels are displayed in the detected language. (shown below).

Chatbot_screenshot2.5.png

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