Auto detect language of incoming email

[Sushant13]

Hello,

Is there a way in ServiceNow to detect the language of incoming email's subject or body? We want to detect the language in Inbound email flow and in the create case action step populate a field with the identified language then use the populated language field for assignment rules/auto assignment.

I read about the language detection service spoke available in the San Diego release.
(https://docs.servicenow.com/en-US/bundle/sandiego-platform-administration/page/administer/dynamic-translation/concept/in-house-language-detection.html)
We do have Dynamic translation activated so will this give a try after our upgrade. The other option would be rely on an external language detection API service.

Wanted to check if anyone with experience implementing language detection for emails can share insights.

Thanks,
Sushant

[emir]

ask your Email admin if they are receiving/sending headers that contain language identification, see the standard here, if so you can use that value in your processing to determine assignment

[Jason Nichols]

Hi Sushant,

Yes, I would absolutely use the language detection service available in San Diego! It comes with a Detect Language Flow Designer action that you can use as part of an inbound email flow:

In the above example I used the email body as the input text for language detection. Note that Detected Language > Code is one of the outputs of this action. You can then use this data pill as you wish. (In my example above I performed a lookup of the cmn_skill table and inserted the found skill/language in an incident.)

In this example I have activated ServiceNow as the translator (by default it is inactive):

Hope this helps.