Hi Community,
I'm facing an issue with Virtual Agent on the Employee Service Center (ESC) portal using Enhanced Chat.
We have configured Language Detection and Dynamic Translation for Virtual Agent.
The expected scenario is the following:
- The user's ServiceNow session/profile language is English.
- Virtual Agent starts the conversation in English, as expected.
- The user then writes a message in French.
- Virtual Agent should detect that the user is communicating in French.
- The user should then be given the option to continue the conversation in the detected language (French) or remain in the current/session language (English).
This is consistent with the documented behavior where Virtual Agent can detect that a user has responded in another language and, depending on the configured experience, prompt the user to switch the conversational language to the detected language.
Has anyone encountered this behavior with Virtual Agent on ESC / Enhanced Chat?
