Dynamic Translation for Agent Chat - MS Teams integration

[Lilla Murger]

Does anyone have experience implementing Dynamic Translation for Agent Chat with MS Teams integration?

Agent Chat translation is set up and it works well when used on the ServicePortal. So now we are exploring the same for when an end user is interacting with an agent via MS Teams.
At my organization we set up MS Teams with a customized Virtual Agent. Recently before handing over the conversation from VA to a live agent a prompt was enabled to ask for the user's language preference, which will help transferring the interaction to a live agent with the required language skill.

I was unable to find the configuration in ServiceNow that invokes the Text Translate when an agent and an end user converse in different language settings. I noticed that when changing language preference for the end user on the portal to the same as the agent's preferred language, the translation is turned off.

I have barely any experience with Virtual Agent and MS Teams integration, so this could be something very simple, but I can also imagine that this might not be supported as of now?
Thank you in advance for any insight!

[AAN]

Hello @Lilla Murger,

Were you able to achieve this implementation for Dynamic Translation for Agent Chat with MS Teams integration? I currently have the same requirement but having trouble to configure it (if it is feasible in the first place). Thank you.

Regards,
Arvin

[Lilla Murger · Accepted solution]

Hi @AAN,

I opened a HI ticket and I got an explanation that this should work OOB (tested in San Diego) by default when there is a language mismatch, but in our case, we have a custom chatbot outside of ServiceNow. I will try to give information for both scenarios:

1) With OOB Virtual Agent

Let me paste the insightful answer from an agent, but pretty much if there is a mismatch between the agent's language preference in ServiceNow, and the incoming payload's requester_session_language attribute, it works automatically:

"I tested your scenario on OOB San Diego and Tokyo releases. The OOB ServiceNow Chat Bot starts a conversation with the application language of the MS Team client and the dynamic translation works automatically if the language of the agent is different than the end-user's language. This is working properly with the OOB Chat Bot.

[...]

Please see the Virtual Agent API documentation and the sample API calls below. Please pay attention to the "requester_session_language" variable in the payload where you can set the language of the end-user in the conversation.
https://developer.servicenow.com/print_page.do?release=sandiego&category=null&identifier=bot-api&mod...

// Start a conversation with a specific language

{
  "requestId": "2001",
  "action": "START_CONVERSATION",
  "message": {
    "text": "",
    "typed": false,
    "clientMessageId": "2001"
  },
  "contextVariables": {
    "requester_session_language": "fr"
  },
  "userId": "abel.tuter",
  "emailId": "abel.tuter@example.com"
}

// Then connect to the live agent

{
  "requestId": "2002",
  "action": "AGENT",
  "message": {
    "text": "",
    "typed": false,
    "clientMessageId": "2002"
  },
  "userId": "abel.tuter",
  "emailId": "abel.tuter@example.com"
}

 (I removed some of the text that was specific to our organization)

2) For our custom solution without Virtual Agent/sending requestor_session_id

We found one possible workaround that we tested successfully, but the final solution is not implemented yet as we wanted advice from UX perspective. 

Our custom chatbot asks the end user on MS Teams for a language selection before forwarding the interaction to a live agent. Based on the user's selected language, we update the user's language preference in ServiceNow - after this, dynamic translation works the same way as it would on the Portal. 

I am not sure if this could be a solution for your implementation, if you are interested I can give more technical details! (I did not work with language preference update from background scripts before and I was surprised that it wasn't as straightforward as I assumed.)

Let me know if there are further questions! 

Lilla

[AAN]

HUGE help! Thank you so much @Lilla Murger, I can't believe I did not revert back after testing this out. Thank you so much!