At Moveworks we believe every user deserves the same level of support at work, no matter what country they live in or what language they speak. This is why we’ve enabled our platform to understand and resolve support issues in over 100+ languages, as well as have on-the-fly translation of knowledge base articles (KBA) snippets, approvals, and employee comms - all in-chat.
To configure the AI Assistant to support multiple languages please follow the guide here.
Moveworks Assistant can understand, respond, and translate in over 100 languages, optimized for enterprise use cases. These include popular languages such as:
Moveworks maintains a closed-platform system for translation to respect user privacy data and company Intellectual property.
Both the inbound and outbound translation model, e.g. a version of GPT, is hosted adhering to existing Privacy & Security protocols from Moveworks (read more).
In rare instances, the instructions provided to the LLM are not followed; therefore, the response will fall back to English. This is a known challenge with state-of-the-art LLMs - specific parts of the instructions in the context window are not followed. With advancements in LLMs, this will get better over time.
There are three ways users can change their preferred language within Moveworks Assistant:
The Moveworks Assistant can change user’s preferred language through language detection. Simply by interacting with the Moveworks Assistant in one of the supported languages will prompt the user to change the preferred language via a piggyback back response.
No, don't ask again and it will never appear again as the user has confirmed that english is their primary language.
Users can message the Moveworks Assistant a direct command such as “change language” or “change to Spanish”, either in English or any language, as the Moveworks Assistant analyzes the intent of the request.
Users can go to the reference modal and select the language from the 🌐 Icon. Once set, the language setting change will be reflected in web once the user revisits the reference modal.
Through two different experiences within Moveworks Assistant
Moveworks leverages OpenAI GPT for outbound translation which has several benefits:
Moveworks Assistant will search for internal answers from configured knowledge bases, files, or Moveworks FAQs. Then the Moveworks Assistant will translate the citation into the user’s preferred language and provide a translated summary as part of the response.
Understanding the limitations
Within the Assistant, Non-English KBAs will only be served to users set to that language; and it is the language configured, not the language spoken by the user, that determines the language of KBAs retrieved by the Assistant.
Moveworks Assistant will search for external answers from the internet, translate the citation into the user’s preferred language, and provide a translated summary as part of the response.
Moveworks searches for relevant natively written English Forms and then translates on-the-fly the in-chat fillable form to the user’s preferred language.
Moveworks Assistant translates employee comms messages into the user’s preferred language. The translation is done in the background without needing to configure in the Employee Comms authoring experience.
If the original comms language is detected to be the same as the user’s preferred language, no translation will happen.
Moveworks translates the response from all Agent Studio plugins in the conversation. However, we will not translate any citation values to ensure there is a verifiable source of truth.
When an update is made on the ticket by an agent, Moveworks will send a notification to the user via the AI Assistant. This “Ticket Update” notification will have OTF applied to some but not all fields:
When a ticket needs to be filed within the bot, the Ticket Filing Translation (TFT) experience will automatically machine translate the user’s non-English text to English when the ticket is filed. Within the ticket, the short description and description will be in English; whereas, the work note of the ticket will contain the original non-English text, along with a note of the translation.
Note: You will need to work with your Moveworks team to turn on the Ticket Filing Translation feature.
Moveworks translates all CSAT messages to the user’s preferred language. User responses to the free-text questions are not translated, preserved in the original language.
Multilingual (MLS) Answers is the capability to ingest and serve snippets of non-English Knowledge, using a technique called cross-lingual information retrieval (CLIR). In other words, Moveworks ingests content, transforms them into a pivot language (in our case, English) to allow ranking across all available answers by relevance. This transformation process is done seamlessly without customer intervention.
MLS Answers will only retrieve KBAs in the user’s preferred language in the Assistant and English (if SOFT boost is ON). For example,
Q: Could I edit or correct translation errors within Moveworks setup?
A: No, there is no way to fix translation errors via self-service. Contact Moveworks Support for guidance.
Q: Why is the state value on ticket fields not translated?
A: Moveworks does not translate API values such as status, date, assignee, and more. Currently, LLM are not reliable enough to consistently translate.
Q: Can we set a default language (locale) for all users?
A: Yes - admins can set a default locale like German (de_DE) or Canadian French (fr_CA) for all users on Day 1
Q: Are comments translated from agent to user?
A: Comments will never be translated, whether in a proactive notification or in a user initiated ticket update to the user. However, comments will be translated when a user adds a comment to a ticket. **Note: ** it is still possible that in some cases the LLM tries to provide an AI-generated summary of the information, which can include translated comments.