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Currently, when managing KB articles, agents must manually translate content from a parent article to its linked version. This process is time-consuming and prone to inconsistencies. With the increasing capabilities of AI and automation tools, there is an opportunity to enhance this process by utilizing Copilot in CS to automatically translate KB articles and generate draft translations for linked versions, significantly improving efficiency and consistency in multilingual support.


The current manual process poses several challenges:

- Agents spend considerable time translating content, which could be better utilized on higher-value tasks.

- Variations in translation quality and style can lead to inconsistent customer experiences across languages.

- The need for manual updates to multiple language versions of KB articles increases the risk of errors and delays when parent articles are updated.

  

Proposed Enhancement:

Enable Microsoft Copilot within Customer Service to automate the translation of KB articles when working with version handling. This enhancement would allow Copilot to generate a draft translation for a linked KB article based on the content of the parent article, thus providing agents with a solid starting point for review and fine-tuning, improving both speed and accuracy.


Automating the translation process would save agents considerable time and help ensure consistency in terminology and style across all versions of KB articles, leading to a more cohesive customer experience in different languages.

Category: Copilot
STATUS DETAILS
New