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Translating articles in your help center using AI (EAP)



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Elizabeth Williams

Zendesk Documentation Team

Edited Feb 18, 2025


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1 comment

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이지훈(maclaude)

Zendesk Luminary

I believe this feature offers key advantages over Google Translate:

  1. Agents can translate seamlessly without switching applications.
  2. The article's formatting remains intact, eliminating the need for manual adjustments.

However, to enhance its utility, I suggest the following improvements:

  1. Batch Translation
    It would be beneficial if translations for all selected languages were generated automatically. Ideally, all languages enabled in the Help Center settings should be translated by default, saved as drafts, allowing agents to review before publishing. Manually selecting translations each time reduces efficiency, making it similar to Google Translate.
  2. Glossary Integration
    A major drawback of Google Translate is its inability to use a custom glossary. Since Zendesk AI translation is natively integrated, it should recognize Help Center use cases, generate a glossary automatically, and apply it during translation. It should also correctly translate company and product names through custom glossary settings.

Currently, this feature is in the EAP stage with basic functionality. Implementing these enhancements could shift the perception from "Oh, this exists in addition to Google Translate?" to "Oh, this is much better than Google Translate!"

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