Incident and Chat Translation Configuration Using OCI (Language Service and Generative AI)

Oracle B2C Service offers translation capabilities in the Incident threads and Chat modules of the Agent Browser UI. Both features require a language detection External Object (XO) endpoint and a language translation External Object (XO) endpoint. Refer to Answer ID 12891 for Incident threads and Answer ID 12842 for Chat for further details. This article explains how the language detection and translation endpoints can be configured using Oracle Cloud Infrastructure (OCI). There are a couple of ways to achieve this with OCI: one using the Language service and another using the Generative AI service—both native to OCI. The following sections provide configuration details for both options.