Suggestion: Channel-Specific Customization of Automated Messages in Secondary Languages for Omnichannel for Customer Service

Overview:

In Omnichannel for Customer Service, automated voice channel messages can currently be customized on a channel-by-channel basis, in the channel's primary language. However, this flexibility does not extend to automated messages in secondary languages, where changes must be made at a generic message level. This limitation forces uniformity across all channels using the same secondary language, creating difficulties for departments that need to convey specific information to their customers.

Impact:

This limitation hinders the ability of teams to deliver personalized experiences in secondary languages. For example, in a multinational organization where different teams serve different regions or services, the inability to customize automated messages per channel in secondary languages can result in:

- Confusing or irrelevant messaging for customers.

- Reduced efficiency in customer communication.

- Difficulty in complying with local regulations or providing culturally appropriate information.

Proposed Enhancement:

Enable customization of automated messages in secondary languages on a per-channel basis, similar to how it is currently possible with primary language messages. This would allow each department, team, or channel to:

- Provide relevant and specific information to their customers in the appropriate language.

- Ensure that messages are tailored to the customer’s region, service, or inquiry type.

- Maintain consistency and clarity in communication across multiple languages while preserving flexibility at the channel level.

Benefits:

- Enhanced customer experience through more accurate, relevant communication.

- Improved operational efficiency by aligning messaging with department-specific needs.

- Increased flexibility in managing multilingual support channels, allowing organizations to deliver better service to global customers.