Contents of this Article
- Introduction: Enhanced Multilingual Support
- Exclusive Features for Silver and Gold Customers
- Flexible Language Preference Settings
- Language Options for Conversation Campaigns
- Benefits of Setting a Language Preference
- FAQs
Introduction: Enhanced Multilingual Support
Invoca's transcription capabilities have been significantly enhanced to provide superior support for conversations that take place in multiple languages. Thanks to cutting-edge advancements in language model processing, Invoca users can now fine-tune the platform to produce highly accurate transcripts of calls that are not conducted in English. This improvement is especially valuable for businesses with a diverse customer base or those operating in multilingual regions.
Exclusive Features for Silver and Gold Customers
Silver and Gold tier customers now have the exclusive ability to establish language preferences at the campaign level. This allows for significantly greater precision in the transcription of calls in English, Spanish, and French. By tailoring the transcription process to the specific language used in a call, Invoca ensures that transcripts are of the highest possible quality. This, in turn, provides businesses with deeper and more actionable insights into their customer interactions.
Flexible Language Preference Settings
You can control language preferences for your network, profiles/advertisers, and campaigns by navigating to Settings (gear icon) in the lower-left corner of the Invoca platform. From there, select "Transcription Preferences" to adjust language settings as needed.
Invoca provides flexible language configuration at multiple levels, allowing businesses to tailor transcription settings based on their needs.
Language Configuration Levels
- Network Level: The language set at this level serves as the default for all advertisers and campaigns within the network.
Profiles, Advertisers and campaigns set to "inherit from network" will automatically use this language unless manually changed.
- Advertiser/Profile Level: This setting allows advertisers or profiles to override the network-level preference, defining their own default language. Campaigns set to "Same As Profile" will automatically inherit the profile’s language unless overridden.
At the publisher, profile, or advertiser level, you can either inherit the language setting from the network or override it. If you choose to override, the language preference will remain fixed, even if the network's language setting changes.
- Campaign Level: This provides the highest level of control, enabling individual campaigns to override both network and profile-level settings.
Campaigns set to “Same as” will always inherit the language assigned to their advertiser. If a campaign primarily targets a specific language, it's best to override this setting and select the appropriate language manually.
Best Practice: If certain campaigns need to remain in a specific language, it's best to override their settings and manually select the language. This prevents them from automatically inheriting language settings from the Profile or Network level.
Configuration Examples
Single Spanish Campaign: If most campaigns follow the profile’s default language (e.g., English) but one campaign needs to be in Spanish, manually override the campaign’s language settings and select Spanish to prevent it from inheriting English from the profile or network.
All Campaigns Under a Profile in Spanish: If all campaigns within a specific advertiser or profile should default to Spanish, set the profile-level language to Spanish. This ensures all campaigns inherit Spanish automatically unless an individual campaign is adjusted separately.
Language Options for Conversation Campaigns
For conversation campaigns, users can choose from the following language options:
- English (Default): This is the default setting and is applied to all calls unless another language is specified.
- French: This setting optimizes transcription for calls conducted in French.
- Spanish: This setting optimizes transcription for calls conducted in Spanish.
Note: It’s important to note that dialects of different languages are covered, which is why there are no separate options for language dialects.
Benefits of Setting a Language Preference
By setting a language preference, businesses can ensure that call transcripts are as accurate as possible. This leads to a number of benefits, including:
- Improved Insights: More accurate transcripts provide businesses with deeper and more nuanced insights into multilingual conversations, allowing for a better understanding of customer needs and preferences.
- Enhanced Campaign Performance: More precise data leads to more effective campaign targeting and optimization, resulting in improved campaign performance and ROI.
FAQs
What happens if I label a campaign in Spanish but receive English calls?
Invoca will process the calls as Spanish, which may result in transcripts containing both English and Spanish. Accurate language labeling is important to ensure the best results.
Why don’t I see options for English (GB) vs. English (US)?
Invoca supports a wide range of dialects within major languages. Selecting English allows the system to capture the appropriate dialect spoken in the conversation.
Are signals compatible with foreign language transcripts?
Only rule-based, key press, and keyword spotting signals are supported for foreign language transcripts.
Is redaction supported for foreign languages?
Redaction for foreign languages is currently not supported.
Why do I see errors in my transcript?
Like all speech-to-text models, transcript quality can be affected by various factors, such as background noise. These factors may slightly impact accuracy.
