Genesys Cloud - Main

Hello,

We are testing the Share Point knowledge fabric connector and targeting a deployment supporting different languages.

In the documentation ( Create a knowledge configuration - Genesys Cloud Resource Center ) it is stated:

"Genesys recommends that the knowledge language matches the language configured at the touchpoint. While it is technically possible to use an English knowledge source with a non-English Virtual Agent, this capability is not officially supported."

However, in the tests we noticed that when configuring an agent co-pilot for the German laguage to use a knowledge fabric connection configured with a knowledge source in English, the agent co-pilot  was able to propose articles from the KB source in German during the conversation between the agent and the caller.

Has anyone tested such multilanguage scenarios? Which results were achieved?

Thanks and regards,

Marcelo

#AIConfiguration

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Marcelo Heil França
infinit.cx GmbH
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Hello Marcelo,

While it is true that cross-lingual capability is not officially supported, depending on how an administrator configures their AI and knowledge sources, results like this may be achieved. While it may appear to work in testing, using mismatched languages between knowledge source and touchpoint is not officially supported. This means:

• No guarantee of consistent performance
• Potential accuracy issues in translation/interpretation
• Limited support if issues arise
• Possible unexpected behavior in production

With that being said, our Product team is always looking to make improvements to our product in terms of functionality. I was looking at the Product Roadmap and I can see that there are several upcoming developments for other languages, like this idea. 

I'm also curious how others are approaching this in their organizations.

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Jason Kleitz
Online Community Manager/Moderator
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