VA & Dynamic Translation and languages which are not supported by ServiceNow platform

[John Moon]

Hello,

I'd like to check if VA topics can be translated into languages which are not supported by ServiceNow platform when I use dynamic translation.

If not, is it possible to translate a non-supported language sentence that is typed in VA into English and vise versa with dynamic translation?

Thanks,

John

[Victor Chen]

Hi, you must translate the topic first. Virtual Agent does not (yet) detect and auto-translate topics on the fly. 

You can use dynamic translation for languages unsupported by the Now Platform, some manual work is involved, see this thread and scroll to Alex Coope's post on how to do so. 

[John Moon]

Thank you, Victor.

Is it possible to use dynamic translation to engage conversation between a user and VA?

For instance,

Translate Arabic typed by a user into English and transfer to VA

Translate English response from VA into Arabic and show to the user

Thanks

[Alex Coope - SN]

@John Moon,

So "Dynamic Translation" is typically used to translate between a two person conversation (e.g. End-user and Agent via Agent Chat), it can also be used to translate the Topic's as a separate Topic (marked in another language) for an end-user to interact with via the NLU interface in Rome+, which means the utterances and model need to be "trained" per topic per language.

Also, it's important to distinguish between the word "support" and "provide", meaning just because there isn't a Language Pack for that language, doesn't necessarily mean the platform doesn't support it - sorry to be pedantic, I just have to ensure clarity to avoid confusion if someone reads this post in the future. This is because, when leverage Dynamic Translation the language limitation (if any) is actually down to the CloudMT provider (e.g. MS Azure, Google or IBM Watson),

You can find more information available here 

Many thanks,
Kind regards

[Max Nowak]

Hi Alex,

but how would I actually use dynamic translation for languages where there's no language pack provided? Because dynamic translation for agent chat uses the user's platform language to determine the target language, and as of now, I have not found a way to circumvent that. The translation subflow doesn't even get called if both chat parties have the platform set to english, for example.

As long as this is the case, dynamic translation is actually limited by what language packs are available and enabled.