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Language Support for Interaction Analyzer Keyword Spotting

Interaction Analyzer supports keyword spotting for the following languages.

Dutch, Netherlands (nl-NL) French, France (fr-FR) Polish, Poland (pl-PL)
English, United States (en-US) German, Germany (de-DE) Portuguese, Brazil (pt-BR)
English, Great Britain (en-UK) Italian, Italy (it-IT) Spanish, Spain (es-ES)
English, Australia (en-AU) Japanese, Japan (ja-JP) Spanish, United States (es-US)
French, Canada (fr-CA) Mandarin Chinese, China (zh-CN) Turkish, Turkey (tr-TR)

 

Note:

To use Interaction Analyzer for keyword spotting in a specific language, purchase the appropriate Interaction Analyzer language feature licenses for your CIC license.

To allow Interaction Analyzer to spot keywords for a language other than English (US)

  1. Purchase and install CIC language packs.

  2. Purchase and install Interaction Analyzer language feature licenses.

  3. Specify Language for Interaction Analyzer to Use.

  4. Create Interaction Analyzer Keyword Definitions.

  5. Configure Interaction Attendant to set the EIC_LANGUAGE call attribute for inbound calls and configure CIC to set the EIC_LANGUAGE call attribute for outbound calls.

Multiple language support in a single keyword set

A single keyword set in Interaction Analyzer supports keywords in multiple languages. This feature allows you to create a keyword set for a specific purpose for multiple languages. For example, to identify that an agent uses a required greeting, no matter the language, specify that greeting in multiple languages in a single keyword set.

Keyword set name

Keyword language

Keyword

Opening greeting

English (United States)

Hello and thank you for calling

Spanish (United States)

Hola y gracias por llamar

German (Germany)

Hallo und danke für den Aufruf

Note:

Interaction Analyzer does not calculate keyword limits within a keyword set across multiple languages. For example, if you create a keyword set that contains 30 keywords in English (en-US) and 30 keywords in Spanish (es-US), Interaction Analyzer considers the keyword set to have only 30 keywords applied against the keyword limit. Interaction Analyzer allows this abundance of keywords because it processes keywords in only one language during a call.