Configure the Smart Reply Language

when an ai assist assistant is active during a call, it surfaces real time smart replies contextual reply suggestions that help agents respond faster and more consistently by default, smart replies are generated in english the language setting in general configuration lets you change the language in which those suggestions are generated, without affecting any other part of the call experience ℹ️ how this works in practice if a customer speaks in hindi , the live transcript will appear in hindi (driven by the speech recognition engine) if you have configured the language setting to japanese , the smart replies will be generated in japanese — regardless of the spoken language on the call transcript vs smart reply what’s the difference? live transcript smart replies language source spoken language of the caller (asr detection) your language configuration setting configurable? no — always follows what the caller says yes — set it in general configuration example caller speaks hindi → transcript in hindi language set to japanese → smart replies in japanese before you begin make sure the following are in place before configuring the language setting field / setting description default role required tenant admin or campaign manager (with configuration access granted) tenant admin assistant status an assistant must already exist you can create one from the ai assist home page n/a when change applies language changes apply to new sessions only active calls continue using the previously loaded setting n/a how to configure the smart reply language follow the steps below to set or update the language for smart replies on an assistant when creating a new assistant the language field is available in step 2 (configuration) of the assistant creation flow open the ai assist portal http //ai assist in exotel com/ click create assistant and complete step 1 (basic details) on step 2 (configuration), scroll down to the general configuration section locate the language field click the dropdown and select your preferred language you can type to search within the list 📝 language accuracy note the dropdown displays all languages supported by the transcription engine smart reply quality may vary based on audio quality and language model performance for your chosen language click next to continue to step 3 (deploy and publish) when editing an existing assistant open the ai assist portal http //ai assist in exotel com/ locate the assistant and click edit in the left hand sidebar, click configuration (step 2) scroll down to the general configuration section and expand it if collapsed click the language dropdown and select your preferred language click publish ⚠️ re publish required saving your configuration does not automatically update the live assistant you must re publish the assistant for the new language setting to take effect on new calls see re publish an assistant for instructions understanding the behaviour smart replies and transcripts are independent the language setting controls only the output language for smart replies the live transcript is always in the language spoken by the caller, as detected by the speech recognition engine this means your agents can receive transcripts and smart replies in different languages simultaneously, which is useful in cross language support scenarios changes take effect on new sessions only if you update the language setting while an active call is in progress, the running session is not affected the new language will apply to all sessions that start after the assistant is re published what happens if no language is configured? if the language field has not been set (for example, on a newly created assistant), the system defaults to english this also applies if the assistant configuration is loaded and the language value is missing or unrecognised language availability the language list is sourced from the azure transcription engine’s catalogue of supported languages as azure adds or retires language support, the dropdown will reflect those changes the note beneath the dropdown in the ui reads “languages listed here are supported by the transcription engine accuracy may vary based on audio quality and language model performance ” frequently asked questions q does changing the language affect the live transcript? no the transcript always reflects the language spoken by the caller, as detected by the speech recognition engine the language setting only controls the language of smart reply suggestions q can i set different languages for different campaigns or assistants? yes the language setting is configured per assistant you can create separate assistants for different language requirements and deploy them to the relevant campaigns q what happens if the caller’s spoken language is different from the configured smart reply language? this is supported and expected for example, if a caller speaks hindi and the language is set to japanese, the transcript appears in hindi while smart replies are generated in japanese the two are independent q will changing the language affect calls that are already in progress? no language changes apply only to new sessions that start after you re publish the assistant active calls will continue using the previously configured language q why is my preferred language not listed in the dropdown? the dropdown shows languages supported by the azure transcription engine if a language is not listed, it is not currently supported by the transcription service contact exotel support if you need guidance on a specific language q can agents override the language setting during a call? no the language setting is an assistant level configuration individual agents cannot override it on a per call basis q the smart replies look lower quality in my selected language what should i do? smart reply accuracy can vary by language, depending on audio quality and language model performance this is noted in the ui if quality is consistently poor for a specific language, contact exotel support with example transcripts