NLU detects Japanese topic in Virtual Agent but Contextual Search fails to retrieve KB articles

[Dinh Nguyen]

Hi everyone,
I'm working on a Japanese-language Virtual Agent implementation. I've trained an NLU model in Japanese, and it successfully identifies the correct topic based on user input.
However, when using Contextual Search to retrieve related Knowledge Base articles, it fails to return any results even though the articles exist and are written in Japanese.

What I’ve tried:

• NLU model is trained and published.
• Japanese Translation plugin is installed.
• Knowledge articles are properly tagged and published.
• Contextual Search is configured with the correct Search Context.

Problem:

• NLU detects the topic correctly.
• Contextual Search does not return Japanese KB articles.

I understand that Contextual Search not support logographic languages like Japanese as this document: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0596144

Has anyone successfully implemented Japanese KB search using AI Search or found a workaround for Contextual Search? Please Help me.

Thank you so much.

[GlideFather]

Hi @Dinh Nguyen,

I don't have any answer for you, but I can recommend raising a HI Case at the Support Portal if nobody answers you here.. 

http://support.servicenow.com/now 

Good luck

[ZoranVasic]

This is a known problem. 
Take a look at this article:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0596144