Localize Virtual Agent topics that use NLU topic discovery

  • Release version: Xanadu
  • Updated October 23, 2024
  • 2 minutes to read

    • Use the ServiceNow Localization Framework to manage the process of localizing Virtual Agent conversations that use Natural Language Understanding (NLU).

    Before you begin

    Check the prerequisites for translating Virtual Agent components. For more information, see Localizing Virtual Agent conversations.

    Make sure that your Virtual Agent topics are published and performing the way you want them to. Make any adjustments before you send them to localization.

    Role required: virtual_agent_admin or admin

    Procedure

    1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
    2. Slide the discovery type toggle switch to NLU/Keyword, then s elect Manage languages.
    3. In the Select NLU Model list, select the model group you want to manage.
      Intents that are mapped to a topic display on the page.
    4. In the View language list, select a language.
      The translation status of each topic in the chosen language displays on the page. Select a topic name to open the topic in Virtual Agent Designer, view or edit translations, or test translated content. The Topic translation status column shows the current status of the topic in the localization process.
      Figure 1. Manage languages page
      The Manage languages page displaying the topic and their associated NLU models with topic translation status, translations, test, and NLU intent.

      If the Topic translation status column shows Needs publishing, you must publish the topic before you can submit it for translation.

      Note:
      The ServiceNow AI Platform provides translations for interface features and pre-built topics. So in some topics, languages may display as partially translated.
    5. Do one of the following:
      • Select the check boxes for the topics you want to translate, and then click Request topic translations. When prompted, confirm your choice.

        A translation record is created, and the translation status changes to In progress. The translation task is assigned to a user with the localization fulfiller role. For information about the fulfillment process in the Localization Framework, see Fulfill a localization task.

        Note:
        If a topic is already in localization, the corresponding check box is not available.
      • Edit translations directly.
    6. Click Manage NLU translations.
      The model opens in NLU Workbench. Request translations for your model group. For more information, see Translate a multilingual model.

    Result

    When translations are complete, Virtual Agent admins can view, unlock, or edit them from the topic Languages tab or the Manage languages page.

    Once translations are published, they are made available to Virtual Agent topics that use keywords dynamically. However, language-specific intent matching is not available until model groups are also translated and published.

    What to do next

    You may need to map a topic to secondary models or a language-specific model.

    When translations are done, you can test localized NLU models.