Localizing Virtual Agent conversations

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Localizing Virtual Agent conversations

    The ServiceNow platform offers various methods for localizing Virtual Agent conversations through the Localization Framework. This framework enables customers to manage the translation process effectively, whether using machine translation, a third-party provider, or a combination of both. It helps standardize and track localization for Virtual Agent topics by defining business processes for translation requests.

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    Key Features

    • Translation Management: Control how localization requests are fulfilled, including machine translation, translation management systems (TMS), and file exporting/importing.
    • Role Assignments: Define roles such as Localization requestor, fulfiller, and editor to manage responsibilities within the translation process.
    • Localization Process Flow: Supports two types of topic discovery: keyword-based and Natural Language Understanding (NLU). Each has specific translation requirements.
    • Language Management: Enable and manage languages for NLU, view translation status, and request or edit translations through the Virtual Agent Designer.
    • Localization Methods: Implement localization methods in scripts to ensure content is translatable and defaults to original text when no translation exists.

    Key Outcomes

    By utilizing the Localization Framework, ServiceNow customers can ensure their Virtual Agent conversations are effectively localized for different languages, improving user engagement and experience. This process allows for seamless integration of translations, management of NLU models, and the ability to handle bulk translations efficiently. Proper role assignments streamline the workflow, making it easier to maintain accurate translations across multiple languages.

    The ServiceNow platform provides several methods for localizing Virtual Agent conversations, depending on your needs. Use the Localization Framework to manage all aspects of the translation process, whether you are using machine translation, a third-party provider, or both.

    Use the ServiceNow Localization Framework to standardize and track the translation process for Virtual Agent topics. The framework enables you to define the business process for translating your conversations. Use it to configure the following:
    • How localization requests are fulfilled.

      Options include machine translation, a translation management system (TMS), and exporting and importing files.

    • Who is responsible for each step in the process.

      Virtual Agent uses the following roles:

      • Localization requestor
      • Localization fulfiller
      • Localization editor
    • Business rules for the process:
      • Auto translation and publication
      • Approval required for translation and publication

    To learn more, see Localization Framework. To learn more about localization roles, see Localization roles for Virtual Agent.

    Localizing topics

    The localization process flow depends on the method of topic discovery that you are using for your topics. There are two main types of topic discovery:

    • keyword topic discovery

      When you use the Localization Framework, the chat conversation and the keywords associated with the topic are translated.

    • Natural Language Understanding (NLU) topic discovery

      If your topics use NLU, both the topic and the model group must be localized. When you request a translation from Virtual Agent Designer, the topic and any optional keywords are translated. You must request translation for model groups from NLU Workbench. For more information about that process, see Translate a multilingual model.

      Once the topic and secondary models are localized, you may need to map the models to the topic before publishing them.

    Prerequisites

    Important:
    Currently, translatable strings such as topic text and bot responses cannot contain embedded quotes. Strings that contain embedded quotes cannot be localized.
    Do the following before you begin managing translations:
    • Activate the ServiceNow plugin for each language you want to support.

      The Localization Framework is also installed by default. For more information, see Activate a language.

    • Configure the translation mode that you want to use in the Localization Framework.

      You can configure machine translation, a translation management system (TMS), or send via email. For more information, see Translation modes.

    • If you are using Natural Language Understanding (NLU), enable languages in Virtual Agent settings.

      For more information, see Enable NLU languages in Virtual Agent settings.

    • If necessary, add secondary languages to your NLU model group. For more information, see Multilingual model management.
    • Assign localization roles to team member groups.

      Users are assigned different roles based on their responsibilities for the translation process. For more information, see Localization roles for Virtual Agent.

    Manage languages by model

    If NLU is enabled for your instance, you can view and manage translations by model and language. Navigate to All > Conversational Interfaces > Virtual Agent > Designer, and then click Manage languages. Choose a model and a language, and then you can do the following:
    • View translation status
    • Request translations
    • View or edit translations
    • Test translations

    Click Manage NLU translations for easy access to the model management page in NLU Workbench.

    For more information, see Localize Virtual Agent topics that use NLU topic discovery.