The Terminology page has two lists. Each list fixes a different problem.
| Spoken terms | Glossary | |
|---|---|---|
| Fixes | A word that is heard wrongly | A word that is translated wrongly |
| Works on | The transcription, before anything is translated | The translation |
| Examples | Product names, people's names, acronyms | "invoice" must always be "Rechnung" |
You set your terminology once. It applies to every call your organisation makes, on every platform. Your glossary also applies to messages.
Add spoken terms
- Under Spoken terms, select a language and select Add a language.
- Type one term on each line.
- Select Save terminology.
Add the words that a stranger would mis-hear: your product names, your colleagues' names, the acronyms of your industry.
Keep each list short and specific. A translation provider can limit how many terms it accepts. For background on how DeepL uses spoken terms, see DeepL's article About spoken terms.
Add a glossary
A glossary list has one direction. English → German and German → English are two separate lists.
- Under Glossary, select the From language and the To language.
- Select Add a language pair.
- Enter the term in the first column, and its translation under Always translate as.
- Select Add a term for each new row.
- Select Save terminology.
A glossary works best with a fixed language
The translation provider documents that a glossary is not supported when the speaker's language is detected automatically. Most inbound calls detect the customer's language. So a glossary is most reliable in the direction where the language is fixed, which is usually your agents' own language. Taiwa sends the glossary in both cases.
After you save
The page says Saved and sent to the translation provider, and shows when the terms were last sent.
If the provider does not accept the update, the page says so and gives the reason. Your terms are saved in Taiwa, but your calls still use the earlier version. Correct the terms, and save again.
Terminology and your providers
Not every provider accepts terminology. The Translation providers page says, for each provider, if your glossary and your spoken terms apply. On some providers a glossary is stored on your own provider account, and the provider can charge you for it. You decide on that page if your terms are applied there. See Use your own translation provider account.
What agents see
Agents cannot change the terminology. The Windows app and the extension say that the organisation's terminology is applied.