Empower Your Agents and Customers With Salesforce-Native Multi-Language Support

Deliver secure, real-time, AI-powered translations and multilingual customer conversations between customers across chat, email, and knowledge channels in Salesforce – without hiring more agents.

Highlights

• Universal language support enables native conversations between customers and agents in over 155 languages.
• Service agents can work from the familiar Service Cloud console with a Salesforce-native integration.
• Combine multiple translation engines with advanced AI (including large language models) in the background for context-aware, on-brand translations.
• Ensure your conversations are secure with encrypted data and a zero data retention policy.

A lot of organizations that provide multilingual services have had to hire native-speaking agents for each target language or rely on external translators. This has created a need, especially for Salesforce Service Cloud users, for a solution that enables seamless support in any language while leveraging their existing team and reducing costs.

Language IO answers this need with an AI-powered translation platform natively integrated into Salesforce. It empowers monolingual support agents to communicate with customers in virtually any language, in real time. By plugging directly into Salesforce Chat, Cases (email), and Knowledge base, Language IO allows agents and authors to translate messages and content with a click. The result is faster customer responses and the ability to expand globally without a multilingual support team.

This in-depth overview will showcase the main Language IO features, ideal use cases, and setup effort, as well as how fast your users can (and will) enjoy this new integration. 

Features

Language IO includes a number of features that are designed to optimize translation accuracy, efficiency, and security within a business’ existing customer service processes. Some of its key functionalities include real-time translation, an intuitive UI, and more…

Real-Time Chat and Messaging Translation

The feature on the platform that is most prominent is Language IO’s real-time translation in both the Salesforce Live Agent Chat and newer Salesforce Messaging channels (including SMS, WhatsApp, and in-app messaging). This feature allows agents to engage in a live chat with a customer who speaks any of the 155 available languages. Language IO will transparently translate back and forth in milliseconds, with the agent and customer both seeing the conversation in their preferred language within the native Lightning Service Console.

When a chat session begins, Language IO automatically detects the customer’s language. This can be determined by the browser or app locale, a pre-chat language selection, or on-the-fly via auto-detection of the first message​. For example, if a customer’s browser is set to Spanish, the system knows to translate to/from Spanish. If not, it can infer language from the text input.

Once the chat is underway, all incoming customer messages are translated to the agent’s language, and the agent’s replies are translated back to the customer’s language. Language IO first scans incoming messages to automatically detect and securely mask personally identifiable information (PII), ensuring data privacy throughout the entire translation process. 

It then personalizes translations by consulting a customizable glossary, accurately handling brand-specific and industry-specific terms to maintain consistency and branding. Language IO then intelligently selects the most appropriate translation engine for the content, ensuring high-quality and contextually accurate translations. This happens automatically and near-instantly, without the agent needing to click any buttons for each message. The agent simply uses the “Translation” tab in the console interface to view translations. 

The original text is always available (e.g. via a toggle or eye icon) in case the agent wants to see the untranslated message for any reason​. The experience is seamless so that agents can treat it like any normal chat, while Language IO handles the heavy lifting in the background.

Agent Interface and Tools

In any chat, agents will see intuitive UI components, such as a Translation panel or toolbar with controls and indicators. For example, they can see the detected language (e.g., “Customer: es” for Spanish) and have options to manually re-detect language or flag a translation​, if needed. 

A common scenario is language optimization. This feature ensures that messages are sent using an optimized version of the language, making the messages easier for the translation engine to understand as well as resulting in more accurate multilingual outputs. 

Language IO’s chat translation is designed to be fast. In fact, low latency is a key differentiator, keeping the live conversation flowing naturally​. 

Context-Aware Translation 

One of the key points of the solution is its context awareness. Language IO understands that accurate translation requires an understanding of the specific context in which those words are used. To achieve this, they developed a glossary term feature. During the onboarding process, Language IO customers are given the opportunity to input a comprehensive list of glossary terms for their business. 

These terms are specific and unique to the company, and can include a variety of elements such as brand names, product names, and frequently used technical terms. By integrating these glossary terms, you can ensure that translations maintain brand consistency, preserve the intended meaning of product names, and accurately convey technical information. 

This is particularly important for maintaining the integrity of a brand’s voice and preventing potentially confusing or inaccurate translations within customer support interactions – ensuring high-quality translations that correctly reflect your brand’s voice.

Robust Security with Zero Data Retention and Automated PII Protection

Language IO takes security seriously, putting your peace of mind first with its strong zero data retention policy and smart, automated processes for removing Personal Identifiable Information (PII). What really sets them apart in the translation world is that they’re not only certified against the newest ISO 27001 standard, but they also show a deep commitment to meeting tough global data protection rules like GDPR, CCPA, PCI DSS, and HIPAA.

The moment Language IO receives your content, it automatically and thoroughly checks for any sensitive information, such as names, email addresses, phone numbers, passport details, and credit card numbers. If any personal data is found, it’s immediately encrypted and given a temporary pseudonym before translation even begins. This keeps your private information completely secure throughout the entire process.

Once the translation is complete, your sensitive data is safely decrypted and returned to you. It’s important to note that both the original and translated text are then completely and permanently removed from Language IO’s own systems and any partner systems they might use. This means they truly have a zero data retention policy.

Comprehensive Reporting via Salesforce and Domo 

Because all translation records (like translated messages, language detected, etc.) can be stored in Salesforce custom objects, Salesforce Admins can create Salesforce reports and dashboards on them​. For example, an admin could run a report on “Cases translated this month by language” or “average chat translation turnaround time”. 

This native reporting is useful to see how often agents are using the tool and which languages are most common. Salesforce reporting can also help correlate translation usage with other support metrics (e.g. case resolution times or CSAT by language).

Customers also gain access to usage analytics through an integration with Domo. Each customer gets access to a portal that allows them to track translation volumes, credit consumption, and usage by channel – all without retaining sensitive translated content. 

Language IO itself does not store the translated content, but it does offer reporting capabilities on the translations. Domo allows organizations to monitor their usage, including the number of words translated and the different channels used for translation (e.g. chat, cases). Domo also provides businesses with valuable insights into credit usage, which helps businesses track their spending and manage their subscription effectively.

Customers also gain access to usage analytics through an integration with Domo. Each customer gets access to a portal that allows them to track translation volumes, credit consumption, and usage by channel – all without retaining sensitive translated content. 

Language IO itself does not store the translated content, but it does offer reporting capabilities on the translations. Domo allows organizations to monitor their usage, including the number of words translated and the different channels used for translation (e.g. chat, cases). Domo also provides businesses with valuable insights into credit usage, which helps businesses track their spending and manage their subscription effectively.

Roadmap

Language IO is committed to continuous innovation and development, with several exciting features on its roadmap, including:

• Co-pilot: To further enhance agent productivity and efficiency, Language IO is currently developing a co-pilot feature. This functionality will provide suggested replies for agents, enabling them to respond to customer inquiries more quickly and effectively, streamlining customer service interactions.
• Automation: Language IO is also exploring further automation capabilities. While the platform currently requires agents to manually initiate translation for cases, there is potential for automating the translation of content upon case creation, using Salesforce Flows. This could make existing processes more efficient, reduce response times and improve overall customer service operations. Language IO provides an API package that enables users to create flows to automate translations, offering flexibility for organizations to customize their automation processes.
• Agentforce Integration: Language IO is actively researching potential integrations with Agentforce. While there are current limitations due to the availability of API endpoints, Language IO is exploring how to insert its translation capabilities within these platforms to improve agent productivity even further and provide AI language translation capabilities within even wider customer service environments.

Use Cases

Language IO’s translation solutions can be applied to a wide range of use cases, helping businesses optimize their operations and improve customer engagement.

Expanding into New Markets

Language IO facilitates business expansion into new markets by enabling organizations to leverage their existing support teams instead of incurring the expense of hiring multilingual agents. 

Imagine a UK-based software company launching in Latin America and Asia. Providing support in Spanish, Portuguese, Japanese, etc. would normally require hiring multilingual support agents or outsourcing to regional call centers. Language IO allows the company to enter new markets quickly without the overhead of recruiting a full multilingual team. Your existing support agents may only speak English, but they can now handle inquiries from Spain, Brazil, Japan, and beyond. 

Plus, the translations are in real time, so from the customer’s perspective, it’s as if a native-speaking agent were on the other end.

Cost Savings

Related to the above, businesses can achieve significant cost savings by utilizing Language IO to support their existing markets with a smaller team. Support centers are expensive, and hiring or contracting language specialists can be cost-prohibitive, especially for languages that only occasionally have tickets. By enabling existing agents to handle those cases, companies can operate in a leaner way.

There is also a potential to reduce outsourcing costs. Some companies outsource support for certain languages to third-party organizations. With a solution like Language IO, they could bring those interactions back in-house, improving quality control and saving money on their vendor contracts. 

Even if a company decides to maintain some outsourced teams, the central team can act as a backup via Language IO. For example, if your outsourced German support is offline after hours, your main team can temporarily cover German inquiries using translation with Language IO, thus offering extended hours without 24/7 staffing in every language.

Support Optimization

Language IO helps businesses optimize their support operations by ensuring that agents are readily available to handle support requests. This reduces customer wait times and enhances overall customer satisfaction, even during periods of high demand or unexpected spikes in support volume, ensuring that customers receive timely and efficient assistance. 

The additional efficiency gains are from agents who are no longer wasting time copy-pasting text into consumer translation tools or waiting for an interpreter. They can handle more tickets per day because the language barrier is removed as a bottleneck, resulting in a better agent utilization rate.

 It can also mean you don’t need as many agents staffed on each shift to cover different languages, which can reduce overall headcount or allow reallocation of resources to other tasks.

Setup

Language IO’s installation process has been designed to be as straightforward as possible. Salesforce Administrators are supported by comprehensive installation and configuration guides, facilitating a smooth setup process. The solution supports both Lightning and Classic Salesforce experiences, with easy-to-follow instructions.

Pre-Requisites

Before installing, you’ll want to ensure you have the proper prerequisites in place. This includes having your Language IO account credentials ready and certain Salesforce features enabled. 

Specifically, you need to contact Language IO to get an API credential set (API key, secret, etc.) for your company​. This credential is what Salesforce will use to authenticate to Language IO’s translation server. 

Within Salesforce, you will need to enable Email Drafts (if not already enabled) so that outgoing email translations can be prepared without immediately sending, and enable Case Feed if you use Web-to-Case in a scenario​.

Installation from the AppExchange (or Package Link)

Language IO provides managed packages for each of its Salesforce integrations (Chat, Case, and Knowledge). The first step is to install the package into your Salesforce org. This is as simple as obtaining the installation link (for production or sandbox) and deploying it via Salesforce’s standard package installer and choosing ‘Install for all Users’.

Named Credentials

After installation, you will need to create a Named Credential in Salesforce for Language IO. Named Credentials store the authentication details for external services. You’ll configure one with the endpoint (Language IO’s API endpoint) and the API username/password or token provided by Language IO (one of the pre-requisites).

Custom Settings

Language IO utilizes custom settings within Salesforce to manage various configurations. You’ll need to configure these settings according to your specific requirements. This includes settings related to language preferences, translation options, and other system behaviors.

Case Object Configuration

To enable translation within Salesforce Cases, you’ll need to configure the Case object in Salesforce Lightning Experience. This typically involves adding Language IO components or actions to the Case page layout, allowing agents to initiate translations directly from the case record.

For a Salesforce Admin, setting up Language IO is straightforward, using only point-and-click configuration. One reason that it is so quick to install and configure is that there’s no model training or data upload phase. You don’t have to feed it thousands of sentences to train an AI model, the system uses existing engines and your simple glossary list. 

In terms of Salesforce skills, an intermediate admin can handle it – if you know how to install packages and edit page layouts, you’re pretty much set. Understanding of Named Credentials and permission sets is helpful, but their documentation provides step-by-step guidance.

The official admin guides provide detailed steps for each channel (Chat, Case, and Knowledge). After setup, you’ll have the translation functionality embedded in your Service Cloud, ready to be used by your support team.

Support

Documentation and Self-Help Resources

Knowledge Base

Language IO maintains a robust online knowledge base that serves as a self-service resource for users. This knowledge base is populated with a wide array of articles, guides, and tutorials that cover various aspects of the platform, from initial setup and configuration to advanced usage and troubleshooting. 

Users can easily search for specific topics or browse through categories to find the information they need, empowering them to resolve common issues independently.

Direct Support Channels

Online Portal

Language IO provides customers with access to an online portal where they can manage their support cases and interact with the support team. Through the portal, users can submit new support tickets, track the progress of their existing tickets, and communicate directly with support representatives. 

Email Support

For users who prefer to communicate via email, Language IO offers email support. Customers can reach out to the support team by sending an email to a dedicated support address. 

Pricing

Language IO is offered as a subscription service, typically priced based on the volume of translations (measured in characters or words) rather than per-seat licensing. This model aligns with how much you use the service to translate content. 

In practical terms, when a company subscribes, they purchase a certain number of translation credits (often corresponding to a number of characters or words per year). For example, a package might include up to X million characters or Y thousand words of translation per year. As agents and customers translate messages, those credits are consumed.

Further details can be found on the AppExchange listing, where you can also sign up for a free trial. 

Summary

Language IO brings a powerful capability to Salesforce Service Cloud: the ability to communicate with customers in any language, across any support channel, in real time. It ‘literally’ speaks the customer’s language and does so in a way that’s convenient for agents and safe for the business. Salesforce Administrators will appreciate the native feel and control, and support leaders will appreciate the ROI in customer satisfaction and operational flexibility.

By leveraging advanced AI translation engines, dynamic glossary management, and tight Salesforce integration, it enables support teams to become effortlessly multilingual.

For more information, visit Language IO’s AppExchange listing to contact their team today.