AI Search catalog item translations

[Dante Ditan]

Hello,

We are running issues on the AI search for translations. What we are trying to achieve is when I search the english name of the catalog item it should be displayed on other language such as Brazilian Portuguese. I read the documentation in Rome that this should be working as OOB. We have translations added on this catalog item in Translated text.

Any help would be much appreciated.

[Brian Bakker · Accepted solution]

Hello Dante,

Please review the community article Enabling Multilingual Search with AI Search. 

"In the case of Catalog Item search, if a field lacks a translation in the user’s session language, AI Search effectively falls back to exact matching against the English-language field value".

Therefore, if searching for an English term as a Brazilian Portuguese user, if the catalog name has the translated text in Brazilian Portuguese, then it will not return any results for the English term, as per your screenshot. Search for the Brazilian Portuguese catalog item name and it will return it in the results for the Brazilian Portuguese user.

If you want to change this AIS behavior, please raise a new idea for an enhancement to bring this to the attention of our AIS Product Management team.

The other suggestion is to use both the Brazilian Portuguese and English catalog name in the Brazilian Portuguese translated text for the Catalog Item, such as "Special award | Prêmio especial", so that a Brazilian Portuguese user can search using both English and Brazilian Portuguese terms.

Hope this helps.

Regards,

Brian

[Musab Rasheed]

Hello @Brian Bakker ,

We are working on AI search and we are stuck at one scenario, basically we want to show Knowledge Article which matches Logged in user's country on top , we tried creating boosters but we didn't achieve success, can you share your inputs.

Regards

[Brian Bakker]

Hello Musab,

What triggers did you use for the Results Improvement Rules? There are known issues with the User Context triggers, so if you are using these in your triggers, please raise a case with ServiceNow Support to assist you further.

Regards,

Brian

[Dante Ditan]

Hi Brian,

Thank you for your reply. I have attached here the translated text records for the specific catalog item. I tried removing them all and I assume it will use the English translation but it is still not working. Any idea?