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  • 1.  Multilingual Copilot

    Posted 2 days ago

    Hi,

    Maybe someone has experience with this.

    I tried to set up multilingual support for Copilot. There was no problem defining two languages for Copilot.

    image

     But in the next step, I was asked for the Knowledge Base.

    image

    I couldn't find a way to define two Knowledge Bases and/or set the Knowledge Base as multilingual.

    Is it possible to assign two Copilots to one queue?


    #AIConfiguration
    #AICopilot(Agent,Supervisor,Admin)

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    Yvgeni Liberman
    Solutions Architect

    Mobile +972 52-6344414
    Voice +972 3-9281514
    e-mail yvgeni_new@itnavpro.com
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  • 2.  RE: Multilingual Copilot

    Posted 2 days ago

    Hi,

    For this scenario, you cannot assign two Agent Copilots to the same queue, and you also cannot assign two Knowledge Bases to the same Agent Copilot.

    The best approach would be to work with one Knowledge Base and organize the articles by language using labels or categories, for example:

    Language_EN
    Language_ES
    Language_FR

    Then, in the Agent Copilot configuration, use the Knowledge Base filter option to filter articles by labels or categories. This allows you to separate the content by language without trying to attach multiple Knowledge Bases.

    So the design would be:

    One queue → One Agent Copilot → One Knowledge Base → Articles separated by labels/categories

    If you have completely separate queues by language, then you could consider different Copilot configurations per queue. But for the same queue, the supported model is only one Copilot.



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    Arthur Pereira Reinoldes
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  • 3.  RE: Multilingual Copilot
    Best Answer

    Posted yesterday

    Hi - This is achievable with Agent Copilot's multi-language support. You can configure multiple languages within the same Agent Copilot and associate the appropriate KB for each language. I'd recommend reviewing the following Resource Center article, which walks through the setup and configuration details:

    https://help.genesys.cloud/articles/work-with-multi-language-agent-copilot/



    ------------------------------
    Prateek Garg
    Staff Product Manager, Knowledge Fabric
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