We have an Email-to-Case solution in place. Agents use the Source-to-Pay Workspace to read and respond to inbound emails on cases. Customers write in various languages, the agents type their replies in English, and the requirement is to translate that text into the language of the original incoming email.
We are using Azure OpenAI through a custom REST API integration (REST Message) for the translation. The business feels the quality is better than ServiceNow’s Dynamic Translation. We have built a POC and it is working fine.
Current gap / interim requirement (for the next 1–2 months)
Because the business wants to validate translation quality before fully trusting it, we need a review step before the email goes out:
- The agent types the reply in English and clicks Send (or another custom button such as “Translate”).
The translation is triggered, but the email must not be sent at this point. - The agent can review the translated text (ideally in the same reply box, or in a preview/modal).
- In case of corrections, updates or changes the translated text.
- The agent then clicks Send to dispatch the translated email.
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Has anyone implemented similar requirement?
