NOW Assist - Non English user with KB in English

[vickj]

I have the Now Assist Panel - Platform working with the correct KBs. Also NOW assist config is enabled for core languages including Spanish. However running into an with the non-English users if the KB article is in English only -

• If the user lang is English and they ask a question that can be interpreted against an English knowledge article, the agent is able to understand intent, collate data and respond appropriately. 
• If the user language on their profile is lets say... Spanish, then the same question in Spanish results in "Mmm, no entiendo esta solicitud" i.e. Mmm, I don't understand this request.

Is there a specific configuration or setting that I'm missing? Appreciate any help and guidance.

[Rafael Batistot]

Hi @vickj 

This tutorial might help you 

https://youtu.be/4ceyiQfR9z0?si=ZLg_AnudCWwlsHnb

[vickj]

Thanks the video was helpful and the demo at 24m mark does seem to imply that NOW assist should be able to use native/dynamic translation to understand intent against an English-only article, however that does not seem to be working. I'll create a case and see what they find.

[Its_Azar]

Hi there @vickj 

The thing to know is that NOW Assist doesn’t automatically translate queries or KB content. If the user profile is set to Spanish, it expects either a Spanish KB article or a translation of the English KB via Knowledge Translation 

Make sure Knowledge Translations are configured for Spanish.

Or, provide Spanish KB articles alongside English ones.

Out of the box, NOW Assist won’t bridge the language gap unless translated content exists.

Hope this helps!

[kaushal_snow]

Hi @vickj ,

Now Assist doesn't auto-translate queries or articles without proper translation configuration.

Instead, You Can Do below steps:

Enable Knowledge Translations for Spanish.. Use ServiceNow’s Knowledge Translation workflows to translate English KB articles into Spanish. Then Now Assist can serve them when Spanish users ask questions.

Let Now Assist do the translation, natively or dynamically

Native Translation supports certain languages (like Spanish) using the power of Now Assist’s multilingual LLM models...Dynamic Translation (fallback) leverages Azure AI to translate content in real time when native translation isn’t available. You can enable these in the Now Assist Admin console...

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