all right let's go ahead and get started with announcements again thank you everyone for joining the virtual agent academy before we get started i just wanted to share that we have a community website so please visit it to explore best practices and up-to-date content see everything that a product managers and folks like myself have published and use the experience of others ask questions and give answers if you're watching us from youtube please click on the subscribe button if you like what you're seeing also feel free to like our videos and check back every so often for new content a new virtual agent academy video such as this so another announcement i wanted to make is knowledge knowledge is beginning next week may 11th so please register at knowledge.servicenow.com a lot of the content is free and we also have exclusive content for you in terms of labs on-demand sessions or uh or recorded sessions so please uh remember to register if you haven't already so today's topic oh before i get started one other thing we're doing something new for those who are regular audience members again thank you for listening we are going to uh send out a survey at the end so please if you receive a survey uh via meal via an email please take the time to fill it out that makes uh good good feedback for us makes us do better and want to make sure that you know we're providing what you guys want to hear great so that out of the way let's get started so today's topic is really exciting today's topic is providing global support with dynamic translation for agent chat and with me today is samantha santo she is a part senior product manager for conversational interfaces responsible for asian chad awa and also build the future for dynamic uh translation for agent chat and with that i'm going to turn it over to you samantha samantha take it away awesome thank you for the introduction victor um should i change to sharing screens or do you want to stay on fire let's uh let's switch screens right now hello everyone i'm excited to talk about dynamic translation for agent chat before we get started i'd like to share a little bit about myself i've been a part of the servicenow family for four years now i'm a california native a traveler and a yogi my area of expertise is in localization and chat collaboration solutions product development user experience and market research as victor said i own connect chat connect support and features of agent chat so in this session i'll provide a brief feature overview lead you through the exercise share some useful resources and then especially at the end uh leave time for questions so let's talk about dynamic translation for agent chat this feature enables a user who speaks one language to chat with a support agent who speaks another so this allows agents to handle a wider range of conversations from other regions and countries which could save organizations both time and money this was first introduced at limited access in paris and went ga in quebec any type of pro customer can unlock access to dynamic translation for agent chat so if you're a pro customer for hr csm or itsm you'll all have access to dynamic translation for agent chat so now i'll walk you through the exercise this is going to include the setup and configuration for the most part and as a reminder we will record this session so that you could refer back to it we're going to go through a lot of steps i'm going to take a moment to pull up my instance but if there are any questions please drop them in the chat so while this is loading why why don't i explain um what we'd be installing here um we want to install the dynamic translation for agent chat plugin installing this plugin will also install agent chat conversational dynamic translation and the dynamic translation plugin so one plugin will activate three additional plugins let me just go ahead and you've got this loaded up all right so i've already installed it but i just want to show you once this dynamic translation for agent chat plugin is activated all of these other plugins are also activated which is awesome because with this dynamic translation plugin comes the microsoft and ibm translator services spokes they're available by default now if you want to use the third translation service option which is the google translator that must be downloaded from the service store app and then installed to be integrated with the service provider and that's available here on our service on our servicenow store so for this session to demonstrate dynamic translation for agent chat i've installed the internationalization plugin for french dynamic translation for agent chat supports all languages in which we have an i18n plugin and also a language code that maps to the languages provided by ibm google or microsoft translation services so as i was saying we support all languages where we have the i18n plugin and then also that maps to the ibm google or microsoft service languages the following languages won't be supported by dynamic translation until rome and those include simplified and traditional chinese brazilian portuguese and canadian french so once you upgrade to rome those will be available okay after installing and activating the required plugins you'll want to set up connections to at least one translator service so for this exercise i'm going to walk through the microsoft option that is the one of the two service books that's available by default with the dynamic translation plugin so it's a bit faster to do but the steps will be similar when you set up other options so i'm going to briefly talk about the the microsoft connection here so prior to configuring the microsoft connections in your instance you'll need a microsoft cognitive service subscription and microsoft has a few options there's a free option and also a trial subscription if you'd like to check it out and test things before making a commitment and so i've got the microsoft products up because i want to show two things i want to show that this is where you would get your api key and this is also where you get your connection url so once you get a subscription this would be filled in and you're actually going to copy and paste the information it would be from the microsoft cognitive services portal into service now so that we will have more resources to go through the very detailed steps specific to microsoft that i'll share at the very end but for the sake of time these are already set up so it's like the cake that's already baked right so once you've acquired a subscription you can navigate to connections and credential aliases and create a connection so here we have the microsoft translation [Music] samantha can we zoom in a bit more please yes thank you um thanks everyone for your patience so we're here we've navigated to the connections and credential aliases menu item and we're creating a new connection so you would feel you would fill out the credentials field and for the microsoft option we'll use the api key credentials so clicking on the new connections you would create a credential here so you have to know what type of credential it is and that information will be provided in the deeper dive video that i'll share at the end but we would copy and paste that api key from our cognitive services account define that right here and then add in the connection url so for the sake of time this has already been done i already baked that cake if you have a region specific subscription because your instance is region specific um you'll want to also paste that information into here since this instance is set up to be global we don't have a value here you'll want to ensure that it's using version 3 here as well all right so next we'll set up the translator configurations so if you go to dynamic translation translator configurations you'll see this table view by default you should see the options for ibm and microsoft and here's where you can activate the translator service of your choice i'll continue with the example of microsoft here you'll need to define one translator service option as being the default for detecting the language so that's the the input text of a user and also the default translation from one language to another so you can see that i have this microsoft is set to active is true and it is also the default for translation and also for language detection here okay so now i'm going to go ahead and kind of go through how you would test setting up dynamic translation for agent chat let's see if i can zoom this in a little bit for you guys okay so i'm impersonating two users to test what we just set up and configured for dynamic translation over on the left hand side i'm beth i'm a support agent who speaks english and over on the right hand side i'm abraham and i speak french so if you're testing this out for the first time as the end user it's really easy to set the language right from the user profile you can just click down this drop down here i'm going to go ahead and start a chat conversation as abra abraham speaking french [Music] okay let's see we'll start with a va topic [Music] and maybe abraham isn't sure if he wants to file a ticket right now so he's going to say um i'm not sure let's see if we could talk to a live agent instead and as the live agent beth who speaks english she can accept the chat conversation over here [Music] okay and you guys have to forgive me a little bit i am working on a live instance right now so there are some errors in the topic but what i want to show you is that beth the agent who speaks english can see the the preferred language of the end user abraham also the va chat history um including the translation of the record cards that were shared in this va chat so this really gives her context into what the requester needs help with right when she accepts the chat so as abraham i can say i need help replacing my laptop and beth can see that translated into english she has the option so if abraham was to use idioms or other types of words that don't directly translate the meaning from one language to another beth can go in and see the original translated message and essentially troubleshoot on her own outside of the system um if necessary so say that beth is actually fluent in english and french she has this control to turn off dynamic translation for this specific chat session so this wouldn't impact the rest of her conversations that are in progress just this one and she could type something back and the requester can see it right there in french at any moment during the conversation she could turn it back on and at the end of the chat session the transcript is saved in two versions so i can make it a little wider here beth can see the chat transcript in english here while abraham has access to the transcript in french you know it's kind of hard to see guys so that concludes the exercise for dynamic translation for agent chat go ahead and bring back the powerpoint so if you'd like to learn more i highly recommend taking advantage of these extensive resources i've shortened the urls so that you can quickly write them down if needed there are a few videos here so the dynamic translation for microsoft that goes really into the details of how to get the api key and how to make sure you're using the right connection url and then we have more information on dynamic translation if you'd like to implement it on forms and also the handy dynamic translation for agent chat setup video that victor mentioned earlier and some awesome detailed documentation on our product site i want to pause here and see if there are any questions yeah samantha so um as you mentioned if you have any questions please please post them in the q a below uh why you think of your question let's go over some other uh questions first a bookkeeping item all our web all our va academy sessions are recorded they're not only post on our community site community.servicenow.com they're also posted on youtube on the community channel with that being said samantha the number one question was is this available for virtual agent or for normal uh q a uh chat which is virtual agent basically yeah so virtual agent so dynamic translation for agent chat will translate the chat history between an end user and virtual agent once the live agent transfer happens but currently um dynamic translation is not supported for virtual agent what we will have in rome is really cool um is a localization capability to make it easier for topic authors to um quickly translate topics into multiple languages so look out for that great next question from nathan is this feature available with teams or slack integration yeah that's a great question so i think that i would love to do another session that's dedicated to um clients like teams and slack um but it does work yes um starting in quebec great and then this question seemed cut off um yeah i believe the question was do we need to install the language plug-ins to get support for languages in this instance for example french german japanese seems like that's that's a yes right yes so that is the part you know i set up a lot of this beforehand with the cake already kind of being baked analogy because it does take quite a long time to activate each of the language plugins i chose french because it's quite quick but you will need to install that internationalization i18n plug-in for each language that you'd like to have supported by dynamic translation for agent chat great um another question this is from earlier uh someone asked is hindi supported and i believe uh like what yeah it how would someone check if the language they want to support other than the ones that you already called out is not supported so the way that's a great question it's one that has come up often um the way that you could check to see which languages are supported is there should be two requirements right servicenow should have an i18n plug-in for that language and then you'll have to go to the the prod documentation site for the translator service like in this example microsoft and see if they also have that language supported for their service if the language is supported by one of our internationalization plugins and also by that third party party translation service then the answer is yes we do have that language available great thanks those are all the questions we've had in the q a panel so unless anyone has any anymore i like to remind everyone that we are going to send out a survey so please look at feel free to fill that out so that we can iterate and improve constantly oh um another uh question pop just popped up uh katie asks does the agents or user have the option to translate into different languages i imagine midstream yeah i think that's a really good question um so dynamic translation for agent chat currently has the ability to translate from one language to another so i think that with the scenario that's being proposed it would be supporting three languages so one language to another to another um we have that on our roadmap but currently um that's not possible great thank you um yeah those are all the questions we have today and um if there are no other questions i'd like to thank samantha first and foremost for for for showing us this cool feature and dynamic translation i mean when i when i show it to consult with fellow solutions consultants they get excited about it very impactful and visual um i'd like to thank the audience for joining us uh for this virtual agent academy once again uh feel free to visit us on community.servicenow uh for more tips and tricks as well as for past recordings of all our other uh virtual agent academy videos and also check us out uh check us out on on youtube as well oh i see one one more question [Music] sure yeah so prakash asks uh how does dynamic translation control when there is a transfer of chat between agents yeah i think that's a great question so dynamic translation will stay on when the chat session is transferred from one agent to another servicenow recommends that agents speak the same language when the transfer is happening i'm glad we got to squeeze in one more question yep absolutely all right well thank you everyone thank you samantha and uh we'll see you at the next virtual agent academy and we'll see you on knowledge next week thank you everyone