Why AI may use use case procedures differently across different languages

Issue symptoms

I notice that my use case procedure is consistently matched by an AI agent in English, but the same procedure is not triggered as reliably in another language or locale, such as French. Even when the customer question appears to be a translation of the English version, the AI agent may interpret the phrasing differently and match it to another procedure instead.

Root cause

This can happen when the translated question is not close enough in meaning or wording to the phrasing your procedure is optimized to match. In English, the request may strongly align with a specific procedure, while in another language the translated phrasing may overlap more closely with a different procedure.

Resolution steps

To improve matching across languages, review the use case name and Reason for request and expand them to better reflect the phrasing customers are likely to use in each supported language. Including wording that more closely matches the translated intent can help AI agents identify and trigger the correct procedure more consistently.

Example procedure reason for request update

Original version

Procedure name: Usage fees refund requests

Reason for request: Customer mentions having been charged for a ride or a trip, and wanting a refund or a credit.

Improved version

Procedure name: Usage fees refund requests

Reason for request: Customer mentions being charged for a ride or trip and wants a refund or credit. This can include direct refund requests as well as questions about how, where, or what email address to use to submit a refund request. For example, if a customer asks where to write for a refund or how to request one, that can still be treated as a refund request rather than only an information request.

For more information, see Creating use cases for AI agents to identify what customers are asking about.