Minor ML Upgrade: MLS Response Language Consistency Rule - Standard Release

Forum|Forum|2 months ago
July 20, 2026
5 replies
117 views

We've released the MLS Response Language Consistency Rule model upgrade to Standard customers.

Non-English users sometimes saw responses that were mostly in their language but still contained stray English phrases — status updates ("Filing your ticket…"), confirmations, and live-agent handoff messages that the assistant had been instructed to repeat verbatim. We've updated the AI Assistant so these phrases are now produced in the user's own response language instead of being copied in English, for a more consistent multilingual experience.

In offline evaluation on previously-affected conversations, the assistant went from leaking English in every case to correctly localizing ~90% of them, with no regressions. The improvement rolls out in a phased way across model-upgrade tiers. (A small set of fixed workflow status messages follows a separate localization path and isn't covered by this fix.)

Read more about the release here.
Learn more about our model upgrade program here.

Model Upgrade

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christine.turgeon

Known Participant

AWESOME thank you

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christine.turgeon

Known Participant

Hi @kyril.remillard when is this supposed to be in effect? For example, I am configured in French on my bot, but still continues to see some discrepancies sometimes (not often!!!). For example, when I click on the ‘i’ on a conversation, and I click on the settings gear, for the language, it says ‘Set language’. Also, the name of our company at the top is always in English.

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christine.turgeon

Known Participant

Hi @kyril.remillard when is this supposed to be in effect? For example, I am configured in French on my bot, but still continues to see some discrepancies sometimes (not often!!!). For example, when I click on the ‘i’ on a conversation, and I click on the settings gear, for the language, it says ‘Set language’. Also, the name of our company at the top is always in English.

Penny Zhou

Community Manager

Hi @christine.turgeon! Thanks for your question. I’m the PM for our multi-lingual support features. Can you confirm which surface you are using Assistant through? It looks like the web product, but I’d like to make sure. The two examples you highlighted are actually not governed through the user preferred language today. The user preferred language is an input into the Assistant’s responses. The Assistant primarily responds in the user’s query language, but uses the user’s configured preferred language to translate in-chat notifications, e.g. Employee Comms, Ticket Updates, Password Expiry notifications, etc. “Set Language” is a UI string. On EmployeeWorks we do have a setting that sets the UI language, however, that setting exists only on EmployeeWorks today, and not on our web product. Similarly, the name of your company would not change since that is also not part of the Assistant’s response. Hope this helps but let me know if you have more questions!

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christine.turgeon

Known Participant

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