Automatically translate in virtual agent

[Junyu]

Dear all,

Our company would like to know how to dynamically translate the content of Virtual Agent. 

For example, the content displayed by Virtual Agent is German at the beginning, and the user can click the small button next to the text to translate it into English (similar to the google automatic translation widget). Or the content displayed by Virtual Agent at the beginning is German, then the user can reply in Chinese, the subsequent content will be automatically converted to Chinese.

Actually, we don't know how far it can do it, I have researched Language Translation in ServiceNow using Microsoft Azure Translation Service and  dynamic translation in agent chat. It seems that it can only support the translation of incident and agent chat.

So how do we cover dynamic translation to the entire Virtual Agent? We use Microsoft as a third-party translator.

Looking forward to your feedback 🙂

[Alex Coope - SN]

Junyu,

So with regards to VA, there's two main routes you can go down,
1. A static structured topic, where the end-user selects what they want to do and options are presented to them (e.g. A B or C). These would typically be [sys_ui_message] records for the translations, and as such you can leverage the "Localization Framework" with Dynamic Translation to pre-populate those strings in your instance.
2. A user would like to enter a word in the VA char for it to then start a topic / conversation - this would need to be a Model with utterances in that language per topic per language. Again, you can leverage "Localization Framework" (even from within the NLU designer) to pre-translate the utterances and create the first version other language model via Dynamic Translation should you wish to.

Important note - these features I'm talking about are in Rome+,

check out this section of Docs for more info:
https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/virtual-agent/concept/local...

Many thanks,
Kind regards

[Muralidharan BS]

From San Diego, when user types in their language, VA can interpret and respond back in users typed language. 

I have written an article about real-time language detector/switcher, its very easy to setup - 

https://community.servicenow.com/community?id=community_article&sys_id=b34bfd51dba50510679499ead39619f5

Thanks