Extending Email channel with external translation services
Hi All,
Currently Pega supports a limited list of languages for NLP analysis (see https://community.pega.com/knowledgebase/articles/decision-management/85/language-support-nlp). Our customer would like to add NLP analysis for languages not yet supported, eg. Arabic or Mandarin. This is for incoming emails -> Email channel.
As mentioned in the community post, once language is detected, an external NLP can analyse the text. However, we were wondering if there is another option possible:
If a language that is not supported is not detected - call external service to translate to English and then use Pega NLP to run text analytics.
Hence, my question - is it possible to extend Email channel, to call external translation service, and then use translation to call Pega NLP.
Thanks,
Ewa
Pegasystems Inc.
IN
@GODZE Email analysis is tightly coupled with email flow processing. Technically, it could be possible to call an asynchronous translation service and put email case on wait while translation takes place. It requires a significant overhaul of email case flow processing. There are plans to have an asynchronous processing of emails to allow external NLP, translation, etc but nothing that's immediate.
I like this idea and if translation quality is good, it could solve problem of multiple languages with reduced user experience on email cases.