Question

Why does the AI agent provide articles in a different language from the generative reply?

Answer

By default, the Web Widget detects the language that the customer's browser sets. You can also set a locale to override the browser language. The AI agent replies based on the language of the customer's message. If the message language differs from the detected locale, the AI agent replies in that language, but the articles beneath appear in the locale that the Web Widget detected.

The AI agent matches the message language, and the related articles follow the Web Widget or browser locale. This keeps content consistent with the interface settings.

For more information, see these articles:

How does Zendesk set a language for a user in Support?

Creating an AI agent to automatically resolve customer issues