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This covers Moveworks Copilot

Moveworks Copilot is the latest conversational experience

Overview

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.

Technical Deep-dive

What languages are supported by Moveworks?

Moveworks Copilot can understand, respond, and translate in over 100 languages, optimized for enterprise use cases. These include popular languages such as:

Afrikaans (AF_ZA), Amharic (AM_ET), Arabic (AR_AE), Asturian (AST_ES), Azerbaijani (AZ_AZ), Bashkir (BA_RU), Belarusian (BE_BY), Bulgarian (BG_BG), Bengali (BN_BD), Breton (BR_FR), Bosnian (BS_BA), Catalan (CA_ES), Cebuano (CEB_PH), Czech (CS_CZ), Welsh (CY_GB), Danish (DA_DK), German (DE_DE), Greek (EL_GR), English (EN_US), Spanish (Spain) (ES_ES), Spanish (Latin America) (ES_MX), Estonian (ET_EE), Farsi (FA_IR), Fulah (FF_SN), Finnish (FI_FI), French (Canada) (FR_CA), French (Canada) (FR_CA_INFORMAL), French (France) (FR_FR), Western Frisian (FY_NL), Irish (GA_IE), Scottish Gaelic (GD_GB), Galician (GL_ES), Gujarati (GU_IN), Hausa (HA_NG), Hebrew (HE_IL), Hindi (HI_IN), Croatian (HR_HR), Haitian Creole (HT_HT), Hungarian (HU_HU), Armenian (HY_AM), Indonesian (ID_ID), Igbo (IG_NG), Iloko (ILO_PH), Icelandic (IS_IS), Italian (IT_IT), Japanese (JA_JP), Javanese (JV_ID), Georgian (KA_GE), Kazakh (KK_KZ), Central Khmer (KM_KH), Kannada (KN_IN), Korean (KO_KR), Luxembourgish (LB_LU), Ganda (LG_UG), Lingala (LN_CD), Lao (LO_LA), Lithuanian (LT_LT), Latvian (LV_LV), Malagasy (MG_MG), Macedonian (MK_MK), Malayalam (ML_IN), Mongolian (MN_MN), Marathi (MR_IN), Malay (MS_MY), Burmese (MY_MM), Nepali (NE_NP), Dutch (NL_NL), Norwegian (NO_NO), Northern Sotho (NS_ZA), Occitan (OC_FR), Oriya (OR_IN), Punjabi (PA_IN), Polish (PL_PL), Pashto (PS_AF), Portuguese (Brazil) (PT_BR), Portuguese (Portugal) (PT_PT), Romanian (RO_RO), Russian (RU_RU), Sindhi (SD_PK), Sinhalese (SI_LK), Slovak (SK_SK), Slovenian (SL_SI), Somali (SO_SO), Albanian (SQ_AL), Serbian (SR_RS), Swati (SS_SZ), Sundanese language (SU_ID), Swedish (SV_SE), Swahili (SW_KE), Tamil (TA_IN), Thai (TH_TH), Tagalog (TL_PH), Tswana (TN_BW), Turkish (TR_TR), Ukrainian (UK_UA), Urdu (UR_PK), Uzbek (UZ_UZ), Vietnamese (VI_VN), Wolof (WO_SN), Xhosa (XH_ZA), Yiddish (YI_IL), Yoruba (YO_NG), simplified Chinese (ZH_CN), traditional Chinese (ZH_TW), Zulu (ZU_ZA)

How are models used within Multilingual Support?

1. When a user types into Moveworks Copilot for the first time, the Moveworks Copilot will leverage a custom fastText model for language detection, checking if there is a non-English utterance to provide the option to change language.
   1. If a non-English utterance is detected and the user sets their language, e.g. Spanish, the new language is persisted in the user language setting.
   2. The user language setting is also used to translate in-chat notifications, e.g. Employee Comms, Ticket Updates, Password Expiry notifications, etc, to the user’s preferred language.
2. Then, Moveworks Copilot leverages a version of GPT for inbound language understanding in the native language and the query rewrite step. Compared to Moveworks Classic, the Moveworks Copilot has better comprehension of non-English utterances.
3. The Reasoning Engine will decide the set of relevant plug-ins, extract arguments from the utterance, and translate those arguments from non-English to English. This translation is done because most plug-ins are designed in English (for better scalability).
4. The plug-in will execute its logic. For example, the translated English arguments are sent to the KnowledgeSearch plug-in and content is retrieved and ranked, all in English.
   1. During the knowledge ingestions cycle for non-English KBAs, a different model, e.g. mBART-50, is used to translated them into English for search relevancy. This translated English copy is not end user-facing but rather an artifact of multilingual search.
5. When the Reasoning Engine has determined the response back to the user, the response is translated to the user’s preferred language, using a version of GPT.
   1. Unlike ChatGPT, the Moveworks Copilot will not respond back in the language of the utterance but rather the user’s preferred language.

How is Data Masking and Privacy Done by Multilingual Support?

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 (ADD LINK TO HELP SITE).

Product Features

Change Language Flow

There are three ways users can change their preferred language within Moveworks Copilot:

1. The Moveworks Copilot can change user’s preferred language through language detection. Simply by interacting with the Moveworks Copilot in one of the supported languages will prompt the user to change the preferred language via a piggyback back response.

   • Note: This will work the first time a user speaks a non-English language. If the user switches back to English in the future, the Moveworks Copilot will not present the option again. This is to avoid constantly triggering this skill for non-English users.
   

2. Users can message the Moveworks Copilot a direct command such as “change language” or “change to Spanish”, either in English or any language, as the Moveworks Copilot analyzes the intent of the request.

   

3. 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.

   

Translate Conversation between Employees and Agents

Through two different experiences within Moveworks Copilot

1. Live Agent Message Brokering: Otherwise known as DTS or Dynamic Translation Service, this feature are conversations between employees and agents are translated on-the-fly from non-English (employee) to English (agents). To learn more, read about it here.

1. Ticket Update Notifications: Moveworks Copilot translates tickets from in-chat filling and comments written by agents. The original non-English utterance is stored in the ticket worknote as well. The translation experience within ticket updates assumes that agents communicating in English.

On-the-fly (OTF) Translation for Various Features

Moveworks leverages OpenAI GPT for outbound translation which has several benefits:

• improved translation quality based on our internal benchmarks and the ability of the GPT model to handle markdown more elegantly.
• better handling of short token translation In our product, form names, query and paths cards & buttons, are examples in which there is little context for the translation model; however, GPT is able to understand and translate with better outcomes.
• supporting multiple locales for certain languages such as Traditional Chinese and Simplified Chinese.

OTF Internal Answers with Knowledge & Files

Moveworks Copilot will search for internal answers from configured knowledge bases, files, or Moveworks FAQs. Then the Moveworks Copilot will translate the citation into the user’s preferred language and provide a translated summary as part of the response.

OTF External Answers

Moveworks Copilot 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.

OTF Forms

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.

OTF Employee Comms

Moveworks Copilot 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.

OTF within Creator Studio

Moveworks translates the response from the Query plug-in to the user’s preferred language. Also, Moveworks performs OTF for Paths and Events as well.

Moveworks Copilot will not translate the API values within the Citations by design.

OTF in-chat Ticket Updates

Moveworks Copilot translates ticket activity and comments from agents to user’s preferred language.

OTF CSAT

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 Search

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 all KBs, 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.

FAQ

1. Could I edit or correct translation errors within Moveworks setup?

• No, there is no way to fix translation errors via self-service. Contact Moveworks Support for guidance.

2. Why is the state value on ticket fields not translated?

• Moveworks does not translate API values such as status, date, assignee, and more. Currently, LLM are not reliable enough to consistently translate.

3. Can we set a default language (locale) for all users?

• Yes - admins can set a default locale like German (de_DE) or Canadian French (fr_CA) for all users on Day 1