Automatic Language Detection enables your bot to effortlessly switch languages based on the customer’s input, ensuring a seamless and personalized customer experience. This feature eliminates the need for manual language changes, streamlines multilingual interactions, enhances customer satisfaction, and supports a competitive edge by providing an inclusive, accessible support experience. 

Key Benefits

• Improved customer experience by ensuring that customers receive responses in their preferred language, making interactions smoother and more personalized.
• Reduced admin effort by eliminating the need for manual monitoring and updating of language settings.
• Increased resolution rates with the ability to communicate in the user’s native language, leading to fewer escalations and faster resolutions.
• Seamless conversations ensure that the bot can switch languages mid-conversation, maintaining a smooth and continuous dialogue with the customer.

Enable Auto-detect Customer Language

Find the steps below to enable your bot to automatically detect the customer's language. 

1. In your bot builder, navigate to Settings > Language settings > Language detection tab.
2. Turn the toggle next to Auto-detect customer language.
   
3. Under Manage language tab, ensure that the language is enabled.
4. Also, translations need to be added to content provided under Flows, Natural language, and FAQs.

Usage and Scenarios

Automatic Language Detection streamlines multilingual interactions by dynamically adapting to users' language preferences during conversations. Below are examples of how this feature operates during real-time conversations.

• Real-time detection:

  As the user interacts with the bot, the system analyzes the first three free-text inquiries to detect the language. The customer’s locale is also updated to the detected language.

• Response handling:

  If the content in the detected language is unavailable, the bot either continues in the original language or shows a fallback message, depending on the configured settings.
  
  Head over to Conversations > select Conversation Id > Activity Logs to undersatnd how the language detection feature is triggered.
  

• Handling multi-language conversations:

  The bot prioritizes the most confidently detected language in complex scenarios where multiple languages are used within the same conversation while ensuring the dialogue remains coherent.

Important Considerations

When enabling Auto-detect customer language for your bot, consider the following to ensure a seamless implementation and enhanced user experience:

• Content Translation: Ensure that all critical content—such as flows, FAQs, and feedback messages—is translated into the languages your customers use. Without accurate translations, the bot cannot respond correctly in the detected language.
• Unsupported Languages: If the detected language is unsupported, the bot will display a fallback message and continue the conversation in the original language. Plan your content strategy to minimize the occurrence of unsupported language detections.
• Multi-Language Conversations: In conversations where multiple languages are used, the bot prioritizes the most confidently detected language to maintain dialogue coherence. However, be aware that language switches can occur if another language is detected with higher confidence.
• Impact on Existing Bots: For existing bots, if Auto-detect Customer Language setting is not enabled, existing languages will retain their current status, with flows tagged as either enabled or disabled based on previous settings.