Topic mapping to a multilingual NLU model group

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Topic mapping to a multilingual NLU model group

    Mapping a topic to a multilingual NLU model group in Virtual Agent Designer automatically sets up topic mappings for all enabled languages. Multilingual model groups consist of one primary language model and multiple secondary language models, which are translated copies of the primary model in different languages. This setup simplifies managing topics across multiple languages by linking all language models within a group.

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    Key Features

    • Primary and Secondary Models: Each model group has a primary language model (e.g., English, German) and secondary models for other supported languages (e.g., French, Spanish), with language indicated in model names.
    • Automatic Mapping: When a topic is mapped to a model in a multilingual group, all language mappings update automatically to use models within that group. Virtual Agent Designer notifies users of these changes.
    • Language Mapping Management: Model and intent mappings can be viewed and adjusted on the topic Properties tab, while secondary language mappings are managed on the Languages tab.
    • Single-language Models: These can be mapped to topics if they do not conflict with languages already included in a multilingual model group.
    • Creation of Model Groups: Primary language is set either during creation in NLU Workbench or based on the user session language when created in Virtual Agent Designer.
    • Handling Disabled Intents: If a primary language intent is disabled, the intent and all secondary language intents appear disabled in Virtual Agent Designer. Secondary intents can be individually disabled without affecting others.
    • Conflict Avoidance: Virtual Agent Designer restricts model choices based on the user’s session language, prevents duplicate model or intent names, hides conflicting single-language models when a topic uses a multilingual group, and warns users of potential mapping conflicts.

    Practical Implications for ServiceNow Customers

    This functionality enables ServiceNow customers to efficiently manage multilingual Virtual Agent topics by leveraging model groups to maintain consistent language coverage. It reduces manual mapping effort and ensures that translations remain synchronized with the primary language model. Customers can easily track and resolve disabled intents and avoid conflicts during topic creation and publishing, improving the multilingual Virtual Agent experience.

    When you map a topic to a multilingual model group in Virtual Agent Designer, the topic mappings for enabled languages are set up automatically.

    Model groups contain a primary language model, such as English, and secondary language models. Secondary models are translated copies of the primary model, where each secondary model uses a different language. Any supported language can be the primary language for a primary model or the secondary language for a secondary model. The language is reflected in the model name. For example, FR for French, DE for German, JA for Japanese, and ES for Spanish.

    Figure 1. Multilingual model groups contain one primary language model and multiple secondary language models
    A multilingual model group contains English as its primary language model. Secondary language models include French, German, Spanish, or any additional languages you might add.

    You can view or change the model and intent mappings on the topic Properties tab. You can review secondary language mapping on the topic Languages tab.

    Because secondary model content is only a translated copy of its primary model content, the secondary language mappings must always point to the same model group as the primary language. For this reason, if you map a language in a topic to a model that is part of a multilingual model group, then all of the topic mappings are updated to use the language models in that group. Virtual Agent Designer informs you of the change.
    Figure 2. Updated NLU mappings message
    A mapping change alert says, "We updated mappings for these languages: English, French, German, Spanish."
    Note:
    You can map single-language models to a topic as long as there is no conflict with the corresponding language models in the group.

    If you create a model group in NLU Workbench, you can specify the primary language. If you create a model from within Virtual Agent Designer, the primary language is determined by the user session language. For example, if you create a new model in a German user session, the primary language of the model group will be German.

    Model groups make it easier to maintain your topics. For more information about NLU model groups, see Multilingual model management.

    Note:
    If a model contains only a single language, that language is considered to be the primary language. The topic is mapped to the model and specified intent only. If more than one language has been activated in NLU Settings, those languages are not mapped to the model. To use the topic in other languages, map them to other models manually on the Languages tab. For more information, see Map a topic to a secondary NLU model.

    Handling disabled intents within a model

    If an intent for the primary language within the model group is disabled, the primary intent displays as disabled in Virtual Agent Designer. When the primary language is disabled, the intent is still mapped to the topic, but all secondary intents are also shown as disabled. This is because the secondary languages are always dependent on the primary language within a model. If an intent for one or more secondary languages is disabled, the other languages remain active. Virtual Agent Designer displays messaging to indicate that some intents are currently disabled.

    Figure 3. Topic with a disabled French intent on the Languages tab
    The NLU Intent mapping area on the Languages tab indicates that the mapped French intent is not available because it was disabled in NLU Workbench.

    To allow topic discovery for the language, enable the intent in NLU Workbench. For more information, see Enable or disable a secondary model intent.

    Avoiding model conflicts

    In order to avoid conflicts, Virtual Agent Designer may not display all of the existing models when you create or modify topics. Virtual Agent Designer does the following:
    • Only displays model groups that contain language models that reflect the user's current session.
    • Shows a warning if the selected model group has language mappings that will change existing language mappings, whether in another model group or in a single-language model.
    • Automatically maps intents in each language model in the group to the topic.
    • Ensures that duplicate model names or intent names are not used.
    • If a topic is mapped to a multilingual model group, hides single-language model groups on the NLU Language Mapping tab.

    If languages in a topic are mapped to intents in more than one model group, conflicts may occur. An intent can only be mapped to one topic. If this situation occurs when you attempt to publish a topic, Virtual Agent Designer displays an error message.