We’ve rolled out an improvement to the AI Assistant that ensures a smoother, more natural experience for your non-English speaking users.
Previously, when users conversed with the assistant in their preferred language, they would occasionally see English phrases during system-guided moments—such as status updates (e.g., "Filing your ticket..."), task confirmations, or live-agent handoff messages. This happened because the assistant was instructed to repeat those specific phrases verbatim.
We have updated the AI Assistant's logic so these system phrases are now dynamically translated into the user's active conversation language.
The Benefits
-
A Seamless Localized Experience: Users will no longer see abrupt, untranslated system messages.
-
Higher Clarity & Trust: Key information in the chat are now fully readable and clear to non-English speakers.
-
Proven Accuracy: In our evaluations of previously affected conversations, the assistant successfully localized approximately 90% of these system phrases.
This update is fully automated and requires no actions from admins or users.
Note: This update is rolling out in a phased approach. Refer to this article for timing. A very small subset of fixed workflow status messages follows a separate system path and is not covered by this specific update, but the vast majority of conversational phrases will now be fully localized.