A consultant enables Conversation Intelligence for a European sales team and configures the default language for the organization as English United States. Reps in the Paris office place calls with prospects in French through the Dynamics 365 App for Outlook and Teams dialer that Conversation Intelligence already captures successfully. Recordings appear in the timeline, but transcripts and keyword insights never generate for the Paris team's calls. What is the most likely explanation?
Select an answer to reveal the explanation.
Short Explanation
Conversation Intelligence records the audio just fine no matter what language people are speaking, but transcription and all the keyword and sentiment analysis built on top of it only run for languages the system has actually been told to expect. If the organization is configured for English and nobody speaks French to it, it will keep the recording and just quietly do nothing further with it, no error, no obvious signal, just silence where the insights should be. It's easy to assume something more complicated is at fault: maybe it's a licensing gap, maybe there's a language field somewhere on the customer's record that needs filling in, maybe there's some regional cloud infrastructure that has to be stood up separately. None of that is how it actually works. The setting that matters lives inside the feature's own language configuration, and it needs the languages your sellers actually speak added to the list. Once French is added there, the same calls that were already recording successfully will start producing transcripts and keyword flags just like the English ones do.
Full Explanation
The correct answer is D. Conversation Intelligence transcribes and analyzes calls only in the language or languages configured for the organization or the individual seller; because the org is set to English United States and no French language has been added, the French calls will keep recording successfully, since recording is language-agnostic, but will never produce a transcript or keyword insights. Option A is incorrect because transcript language support is not tied to Enterprise versus Premium licensing; both tiers support Conversation Intelligence the same way once the feature is licensed, and language coverage is a separate configuration. Option B is incorrect because Conversation Intelligence does not read a language field on the contact record to decide how to transcribe a call; it relies on the language settings configured for the org or user, not contact metadata. Option C is incorrect because Conversation Intelligence does not require the consultant or client to provision separate Azure Cognitive Services resources per country; language support is managed within Conversation Intelligence's own configuration, not through external infrastructure the customer must stand up. The fix is to add French to the supported languages in the Conversation Intelligence settings, either at the org level or for the Paris sellers specifically.