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Support for Multilingual Agent Copilot using a Single Knowledge Base and Queue

  • 1.  Support for Multilingual Agent Copilot using a Single Knowledge Base and Queue

    Posted 6 hours ago

    Hello Genesys Community,

    I am seeking clarification on the most streamlined way to support a multilingual Agent Copilot (English and Spanish) for a single queue.

    I am currently seeing a warning: "Action required change language to configure Knowledge Base, NLU and Rules Engine."

    My Current Setup & Goal:

    • I have a single queue that receives both English and Spanish interactions.

    • I have one Agent Copilot configuration assigned to this queue.

    • Within the Copilot "General" settings, I have added both English and Spanish as active languages.

    My Specific Questions:

    1. Knowledge Base Multi-Language Support: Can a single Knowledge Base (V2) support both English and Spanish articles for Copilot? If so, how do I enable the second language within that specific Knowledge Base so that Copilot recognizes it?

    2. Article Mapping: If I have one Knowledge Base linked directly to the Copilot, will Copilot automatically "switch" to the Spanish version of an article if the interaction is identified as Spanish?

    3. The Warning Alert: My Copilot configuration shows a warning regarding the Knowledge Base and NLU language. Does this imply that the Knowledge Base must have a matching language defined for every "Active Language" in the Copilot settings?

    4. Single KB vs. Multiple KBs: If a Knowledge Base is strictly single-language, and Copilot only allows the selection of one Knowledge Base, how is a single-queue, multi-language Copilot intended to be configured without using "Knowledge Configurations"?

    I want to ensure my "Language Chain" is correctly synced from the Knowledge Base level up to the Queue assignment.

    Thank you for any technical guidance!


    #Integrations
    #PlatformSDK

    ------------------------------
    Rogelio Gutierrez
    Software Engineer
    IHG ® Hotels & Resorts
    ------------------------------


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