Best practices for expanding language support for advanced AI agents

What's my plan?

Add-on | AI agents - Advanced

When you create an advanced AI agent, you pick a default language that your AI agent uses when conversing with customers. This default language is a great starting point for automating your customer service.

However, as your customer service operations grow, you might want to increase the number of languages that your advanced AI agent can respond in to better support your customer base. This article presents some best practices to consider as you expand your language support.

This article contains the following topics:

Determining which languages you need

Prioritizing language support

Implementing additional language support

Related articles:

Adding and managing supported languages for advanced AI agents

Translating replies for advanced AI agents

Determining which languages you need

A good first step in expanding your language support is to make a list of the markets your advanced AI agent will be used in. Think about the languages used in those markets, as this might affect not only the structure of your dialogues but also the copywriting.

For example, would you like to use standardized German for the entire DACH region (Germany, Austria, and Switzerland), or would you prefer to use different German dialects for different countries?

Prioritizing language support

Once you have a list of the languages you want to support, the next step is to prioritize them. Decide which of the identified languages is going to move the needle most and start with that one. In particular, think about which language has the largest scalability (the potential to reuse replies and dialogues) and impact (the biggest support message volume).

Implementing additional language support

Any languages you add and any replies you create aren't visible to customers until they're set to active. This means you can add a language and take whatever time you need to create or update its replies before letting customers interact with your advanced AI agent in that language.

Here's what an ideal workflow looks like for expanding language support in an advanced AI agent:

Add a supported language.
During this process, select the option to duplicate the replies from another language you've already configured. (Duplicating a reply also duplicates the dialogue contained within the reply.)

Translate the duplicated replies.

Set the added language as active.
Customers can now interact with your advanced AI agent in this language.

Repeat the steps above for any additional languages you want to support.

If, for some reason, you can't duplicate the replies from another language, the workflow looks a little different:

Add a supported language.

Create new replies in the language you added.

For each reply, create a new dialogue.

As you finalize the content of each reply and its dialogue, set the reply as active.
Customers still can't interact with your AI agent in the added language, but setting replies as active helps you identify which ones are ready to go live and which ones aren't.

Set the added language as active.
Customers can now interact with your advanced AI agent in this language.

Repeat either set of steps above for any additional languages you want to support.