MLS Support for Agent

Forum|Forum|2 years ago
August 3, 2024
7 replies
52 views

Hi Team,

I am really a big fan of MLS where it allow users to choose their own language in bot and then bot serve the form, KBA, send API messages in the respective language. Also we are so excited about message broker and relevant experience.

At the same time I also concerned about one thing from ticket handling agent perspective. Here is the case, Consider I am an English speaking agent and one of the user added a comment to the ticket in their native language ex. French. The user comment is not translated on the SNOW end but added as is added by the user.

Are we expecting agents to use any translator by their own, to understand the user description/comment? Is this expected? What happens if any agent don’t have access to any translator?
cc: @andrew.mairena

andrew.mairena

Community Manager

1. New→5. Not Enough Info to Make Decision

andrew.mairena

Community Manager

Hey @ashokmoorthy thanks for raising. I want to learn more since we have the existing experience called Ticket Filling and Comment translation, which is detailed https://help.moveworks.com/docs/ticket-filing-translation#the-agent-view

A couple of questions:

Are these tickets created through Copilot?
If so, then we should confirm if Ticket Filling and Comment translation is enabled.

fatima.aghla

Inspiring

Yes I tested this with copilot. I created it after switching my language in the bot to French. Our expectation which I thought used to be the case.

ashokmoorthyAuthor

Inspiring

Few months back, it was not translated.

Great, I tested today and its working as expected. Thank you.

andrew.mairena

Community Manager

5. Not Enough Info to Make Decision→6. Delivered

andrew.mairena

Community Manager

Thanks for confirming @fatima.aghla @ashokmoorthy . Moving this to a “delivered” feature. A few months ago, we must have been rolling this out and wasn’t fully developed.

fatima.aghla

Inspiring

One last question, the failed test I did was 3 weeks back, was its just a glitch or did something re-configure something for this work?

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