*****ER–Language Auto Label & Automation

(Doc ID 2320820.1)

Last updated on OCTOBER 27, 2017

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.

Goal

Problem Description
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Client is rolling out Engage to additional global regions. Specifically, they are encountering an issue with their teams in the US and in Latin America responding to messages in a language they don't know. Currently the solution is to assign Engage messages by language to the team that can read and respond in that language. For example, if the team in Columbia gets a message in English, they want the team in the US to answer. Conversely, if the US team gets a message in Spanish (which is becoming increasing in number), they assign it to a team in LA. It would be ideal if they did not have to sort through every message and they could just automate it to send to the Spanish team.
 

Solution

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