Automatic translation using an interaction application

A method comprising:

• detecting, at an agent device comprising a processor and sound hardware, a conversation between an agent and a customer, wherein data defining an agent language spoken by the agent and an agent voiceprint is stored at the agent device, and wherein the agent voiceprint comprises a unique pattern of voice characteristics of the agent;
• capturing, by the processor and using the sound hardware and during the conversation, audio data associated with the conversation, wherein the audio data comprises audio signals captured using the sound hardware, and wherein the audio signals represent first speech associated with the agent and second speech associated with the customer;
• identifying, by the processor and based on analysis of the audio signals, a first speaker associated with the first speech and a second speaker associated with the second speech, wherein the first speaker is determined to be the agent and to be speaking the agent language in response to speech characteristics of the first speech matching the agent voiceprint, and wherein the second speaker is determined to be the customer in response to the speech characteristics not matching the agent voiceprint;
• determining, based on further analysis of the audio data, a customer language comprising a language spoken by the customer;
• translating, by the processor, the second speech represented by the audio data to the agent language;
• outputting, by the processor and at a display of the agent device, first text representing a translation of the second speech in the agent language;
• translating, by the processor, the first speech to the customer language;
• and
• outputting, by the processor and at the display of the agent device, second text representing a translation of the first speech.

A system comprising a processor and a memory that stores computer-executable instructions that, when executed by the processor, cause the processor to perform operations comprising:

• detecting, at an agent device comprising sound hardware, a conversation between an agent and a customer, wherein data defining an agent language spoken by the agent and an agent voiceprint is stored at the agent device, and wherein the agent voiceprint comprises a unique pattern of voice characteristics of the agent;
• capturing, using the sound hardware and during the conversation, audio data associated with the conversation, wherein the audio data comprises audio signals captured using the sound hardware, and wherein the audio signals represent first speech associated with the agent and second speech associated with the customer;
• identifying, based on analysis of the audio signals, a first speaker associated with the first speech and a second speaker associated with the second speech, wherein the first speaker is determined to be the agent and to be speaking the agent language in response to speech characteristics of the first speech matching the agent voiceprint, and wherein the second speaker is determined to be the customer in response to the speech characteristics not matching the agent voiceprint;
• determining, based on further analysis of the audio data, a customer language comprising a language spoken by the customer;
• translating the second speech represented by the audio data to the agent language;
• outputting, at a display of the agent device, first text representing a translation of the second speech in the agent language;
• translating the first speech to the customer language;
• and
• outputting, at the display of the agent device, second text representing a translation of the first speech.