Removing translations from Virtual Agent Topics

[APW]

Hi, 

I am implementing Virtual Agent for a customer who has some internationalization and localization on their platform. There is no resource however in the Virtual Agent team to provide translations, or check validity of translations. 

When using out of the box topics, these come with either full or partial translations, but any topics we make will have none (and be in English only). 

We can see this is creating a poor user experience as users are (for example) getting the greeting in their own language, and then suddenly being flung into an English conversation. 

Clearly the ideal solution would be for the content to be translated, but having the resource and skill set to do this is unlikely for this project. Is there a way to remove the out of the box translations on Virtual Agent Topics so that we don't have this split experience (and can then better encourage the customer to provide resource for translation)?

[Alex Coope - SN]

@APW, 

So, ootb there is a capability to manage the translations in VA topics, this is via the Localization Framework info is available here.

For best practices, we don't recommend removing the translations and instead (as you rightly highlight) to action the translations. Using the Localization Framework these can be actioned manually in the comparison UI, or sent over the Dynamic Translation spokes (if you have them available) to perform the translations (either with or without an approval) - all detailed in our mega-thread here,


Many thanks,
Kind regards

[APW]

Thanks Alex, 

Unfortunately we neither have the resource to do it ourselves, and the customer does not have the dynamic translation plugin (nor do they have any intention of having this currently). This leaves us with a poor experience where the language switches half way through. 

While we understand that best practice is not to remove these translations - is there any way to do so - as this is our only workable option to avoid switching language half way through in the conversation?

[Alex Coope - SN]

@APW,

Ok in that case, send me an email and let's organise a call with the Customer, because removing the translations will not only be a poor user-experience but it also is a mixed language experience. Meaning the end-user is being asked to navigate a UI some of which is in their language but the bit that matters (where they enter free text) would not be supported in their language. It would be extremely confusing for the end-users.

Mixed language experience always hurt adoption because the end-users who struggle with English won't understand / know how to utilise what's provided to them,

Many thanks,
Kind regards