recommendations for tools and practices - virtual agents

[ameykelkar]

I'm planning to support multilingual users for our Virtual Agent topics. What are the recommended practices or tools available in ServiceNow to handle translation, context, and language switching without duplicating entire topics manually?

[SANDEEP DUTTA]

Hi @ameykelkar ,

The Virtual Agent supports multi-language. The out-of-the-box topics are also for the better part setup for multi-language usage.

You can Enable Dynamic Translation for languages in Virtual Agent  .

Please follow this Article to get started :Real Time Language Switcher in Virtual Agent - ServiceNow Community

[SANDEEP DUTTA]

Hi @ameykelkar ,

[nityabans27 · Accepted solution]

Hi @ameykelkar ,
For using multi-lingual in VA you can use different language NLU as well. Train  the NLU model for multi-lingual aspect and then go with it.
OR

The out-of-the-box topics are also for the better part setup for multi-language usage.

If you find my article useful please mark it as accepted and helpful.
Thanks and regards

Nitya Bansal

[GlideFather]

Hi @ameykelkar,

for the NLU model, you can create an alternative languages:
Go to NLU Workbench > Models and open your model which you can enhanced by another language:

The languages must be installed/activated with the particular localization plugins and active in Languages [sys_language] table.

Then once you get to this, you can select the option how to add the translations of the NLU Model - you can use dynamic translation or to do it manually.

For that, you can create a localisation task to translate them (basically just creating Messages with the equivalent to English key).

Example:

So if you will have more languages, you will need to do the same for all the required languages..


Another option how to maintain the translations is to go to the Virtual Agent Designer and select ANY topic, and once you are there, there is a language tab, click on it and from there you can get to all the languages per models:

And from there you can see the status of each translations and what is needed:

The localisation task looks like this > click Translate:

And it gets you here:

Let me know if this makes any sense to you or if you want to discuss something in particular.