We are pleased to announce extended language support for Answer Bot. In addition to the existing six languages, Answer Bot now speaks an additional ten languages (see full list below) and is able to understand uncommon vocabulary.
For this to happen, we fundamentally changed the ML model behind Answer Bot which involved moving to a character-level model instead of a word language model. As a result of this, when your customers ask “How do I fix my whatchamacallit which has that awesome new thingamajig?” Answer Bot is now able to interpret those words and suggest articles accordingly.
When is this happening?
These new languages were made available to all Zendesk accounts as of March 11th, 2020
Which languages are supported?
What does this mean for me? What steps do I need to take?
|Answer Bot for email||To enable these new languages, there is nothing that you need to do. However, if you have set up your triggers to specifically run on language-based conditions, we suggest you revise your trigger setup.|
|Answer Bot for webform||If you have chosen not to enable Answer Bot on forms that have been built for specific languages, you should review your Answer Bot Webform settings and enable any disabled forms.|
|Answer Bot for Web Widget||For unsupported languages, Answer Bot was leveraging the standard Help Center Search Service for article suggestions. With the extended language support, articles will be suggested using the new ML model and no configuration changes are needed.|
|SDK/API||Please review your implementation and make necessary changes to allow Answer Bot to suggest articles for all the new supported languages.|