Virtual Agent on ESC: Language Detection / Dynamic Translation not detecting change of language

MouhamadouL
Tera Contributor

3 weeks ago

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:

  1. The user's ServiceNow session/profile language is English.
  2. Virtual Agent starts the conversation in English, as expected.
  3. The user then writes a message in French.
  4. Virtual Agent should detect that the user is communicating in French.
  5. 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?
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sachinvic
Giga Guru

3 weeks ago - last edited 3 weeks ago

@MouhamadouL 

 

Hi,

The key point here is that Language Detection is not designed to detect a language change in the middle of an active conversation.

 

For Enhanced Chat, language detection is performed on the first user utterance. If the user starts the conversation in English and then switches to French in the same conversation, Virtual Agent will not automatically detect the French message and prompt for a language switch.

 

So the expected flow would be:

New conversation >> User's first message >> Language detected >> Conversation language determined

rather than:

English conversation >> User switches to French >> Detect French >> Prompt to switch

 

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If the user needs to continue in French, start a new conversation and make the first utterance French. The detected language can then become the conversational language, provided the language is activated/configured and the detection confidence threshold is met.

 

Also verify that the required language/plugin and Dynamic Translation configuration are enabled for French.

So, if the issue being reported is specifically mid-conversation language switching, this is expected platform behavior rather than a configuration issue.

 

Helpful? Please mark the response as Accepted Solution ✅ and close the thread — this helps future readers find the solution faster.

 

Regards,
Sachinvic
✨ArchX Certified | ✨ 16x ServiceNow AI MVP

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