Issue with AI Search & Dynamic Translation for English Users

[Vinay49]

Hi Team,

We are currently implementing VA Assistant with AI Search and Dynamic Translation (English and Dutch) in our ServiceNow instance, using Knowledge Base articles as the primary content source. All our knowledge articles are  published in Dutch language.

We are observing the following behavior during testing via the portal:

For users with Dutch language:
Queries in Dutch → Results returned - in Dutch (expected)
Queries in English → Results returned - in English via translation (expected)
For users with English language:
Queries in English → No results returned
Queries in Dutch → No results returned
Based on our understanding, with dynamic translation enabled, we expect English users to be able to:

Search in English and retrieve results translated from Dutch content
Search in Dutch and still receive relevant results
However, this is currently not working for English users.

We would like to understand:

1.Is this expected behavior for AI Search with Dynamic Translation?
2.Are there additional configurations required to support cross-language search for users whose language differs from the source content language
We have ensured that:

AI Search is enabled
Dynamic Translation is active for English and Dutch
Knowledge articles are active and published.

Additionally, we performed the following test:

We created 2–3 knowledge articles in English
Impersonated an English user and tested:
Asking questions in English (based on these English articles) → Results returned (expected)
Asking questions in Dutch (based on these English articles) → Results returned (translated)
However, this approach is not feasible for us, as we have a large volume of existing Dutch knowledge articles and cannot manually recreate or duplicate all content in English.

Any guidance or recommended configuration steps would be greatly appreciated.

[Tanushree Maiti]

Hi @Vinay49 

A. Refer: KB1585112 Dynamic Translation from a non-English language to English isn't possible 

Resolution

As of now, there is no resolution for this.

Note :

1. In the ServiceNow Platform, it's possible to translate the English written notifications to other languages (like Spanish, and Dutch)
2. It's not possible to translate non-English notifications to English because, ideally, the system assumes that the Notifications are written in English & hence doesn't find the need to translate a non-English notificatK

B. Refer KB : KB0867046 Dynamic translation does not work properly on a field with more than one language 

Also check:In-Platform Language Support Guide