Go Global with ServiceNow’s Dynamic Translation

  • January 20, 2022
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It seems that every single day our giant world gets a little bit smaller, with new digital technologies popping up to help us stay connected, no matter the distance. But when it comes to business, the distance between individuals is only one major barrier. Language is another. For a company to be truly global, and to serve their customers and employees where they are, it’s essential to be able to communicate and work across language barriers with real-time, in-context translation.

Reap the benefits of Dynamic Translation

Thankfully, ServiceNow has Dynamic Translation built in. Within the platform, you can dynamically translate text entered in an application, such as a user-entered text on forms, for a seamless localization experience. What are the benefits of using Dynamic Translation?

  • Solve customer and employee issues faster: Resolve incidents, cases, and tasks in real-time, regardless of the original language.
  • Improve information sharing: Spread knowledge far and wide—automatically translate critical information into multiple languages.
  • Deliver great experiences: Embed real-time translation capabilities directly and easily into your ServiceNow apps.

Understanding Dynamic Translation features

Among the real-time translation features of Dynamic Translation, several key features stand out. Not only are users able to translate text in any application, form, or activity stream—dynamically, in real-time – but there is also automatic language detection.

When would you use this? Take Dynamic Translation for Agent Chat, for example. This feature translates chat conversations from one language to another and enables agents and requesters to have chat conversations with each other without the need of a shared language.

For example, a requester who only speaks French starts a chat conversation with a live agent who only speaks English. From the requester’s view, the entire conversation is conducted in French, while from the agent’s view, the entire conversation is conducted in English.

Dynamic Translation for Agent Chat enables cross-locale support teams and merger and acquisition projects to save time and money by handling larger volumes of chat conversations from other regions.

It’s important to note that Dynamic Translation for Agent Chat is currently not supported when autopilot is in progress. When the requester responds to prompts from autopilot topics, these responses are not translated for the agent, even if Dynamic Translation for Agent Chat is turned on for that conversation.

How Dynamic Translation for Agent Chat works

Dynamic Translation for Agent Chat uses Dynamic Translation and a translation service provider to translate chat conversations in real-time. Available translation service providers include:

  • Google Cloud Translator Service
  • IBM Translator Service
  • Microsoft Azure Translator Service
  • Lionbridge Translation

Of course, Agent Chat is only one feature within the larger Dynamic Translation offering. Other features of Dynamic Translation include:

  • Simple localization: Localize Virtual Agent conversations, knowledge articles, catalog items, and custom apps seamlessly.
  • Skill-based routing: Assign incidents to agents based on skill using language proficiency detection.
  • Simple configuration: Support Microsoft, IBM, and Google translation services right out of the box.
  • Translation service provider flexibility: Extend translation capabilities to work with any service provider by developing a simple spoke.
  • Dynamic translation API: Add translation to apps using text translation and language detection APIs.

Interested in learning more? Let’s talk about it! 

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