Can Virtual Agent switch from user's language in chat to English if decide to open ticket?

Jennifer R · ‎04-08-2019

We are considering switching to the ITSM Professional version, primarily so we can start using virtual agent. One of our requirements is that users can chat using their native language (we support about 5 languages), but if the virtual agent can't solve the issue and they chose to open a ticket, whatever is passed from the chat be converted so that the ticket is always in English. Is this possible?

Mark Roethof · ‎04-08-2019

Hi there,

In short: Yes. The Virtual Agent supports multi-language. The out-of-the-box topics are also for the better part setup for multi-language usage (not 100%).

When designing your own topics, you can just use the common multi-language approaches. Like using gs.getMessage for example. The Bot responses also support No Code, when you enter the response in English upon designing, you can just add UI Messages to support multi-language usage.

Number of languages... no issue. Completely up to you!

Obviously, if you let a user enter free form text to insert as a comment or short description for, for example an Incident, this won't be translated. But that's normal behavior of course.

If you are interested in some examples, just let me know.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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Interested in more Virtual Agent? Have a look at some articles I wrote:
- Rate their experiance topic
- Changing the bot appearance
- Enhanced Check Ticket Status topic

Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

View solution in original post

Mark Roethof · ‎04-08-2019

Hi there,

Please mark this answer as correct if it solves your problem. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark

Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

---

~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

ABellissimo · ‎05-07-2020

Have there been any updates to VA to translate the free form text a user uses when searching for information with VA into the log file. Currently we see that the VA log file for this interaction is in the users local language so we can not see what the user has already searched for and tried to resolve their issue (we need the log to be in english for our agents). This post was from 1 year ago so I am hoping there have been improvements to VA.

Thanks.

Nimer Kawwa · ‎05-09-2022

Hi @Jennifer R , I am interested in learning more about your VA implementation with multi-languages. we are in the process of getting this started as well. If you like to connect and compare notes, that will be great.

Nimer Kawwa: nkawwa@its.jnj.com

Thanks!