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Issue with Answer Bot suggested articles

Answered
image avatar

Mia Katarina Andric

Posted Jul 16, 2021

Hi!
I have an issue with Answer Bot and how it picks languages for the article suggestions. Currently, my browser is set to English and the Answer Bot recognizes it and greets in English, but when it comes to the suggested articles that pop out after Answer Bot's greeting, they are not in English but Danish. This issue started appearing after I created my Help Center to have English (Denmark) and English (Austria), since we need to have a separate knowledge base in English for Austria and for Denmark.

I am not sure how I can fix this, since I still need for the bot to recognize browser's language so I can't force a certain language locale.
I hope you can help out :) 

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4 comments

Date
    image avatar

    Mia Katarina Andric

    To follow up on the issue - I think it might have to do with this:
    Should there be English (Denmark) and English (Austria) selected on this list?

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    image avatar

    Rosie

    Zendesk Customer Care

    Hi Mia,

    Answer Bot uses language detection machine learning model to detect language based on the text inputted used. If your articles are in Danish, then it is expected to get that results. It will offer articles matching the text entered.

    You would need to configure your help center to support multiple languages first. You may follow the steps in this article to do so:
    Configuring your help center to support multiple languages

    Then, check out this article for the full steps of localizing your Help Center:
    Localizing help center content

    Make sure that the sections and categories are set correctly too. See how to edit categories and sections here: (https://support.zendesk.com/hc/en-us/articles/218222877#topic_x53_5l4_kk)

    I hope this helps!

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    image avatar

    Maktar Admin

     

    Hi, There

    I had the same problem. 
    And I had checked the answer bot in web widget is working well as image 1But I try to add answer bot in iOS app, and input the same keyword, it only show English articles.

     

    I hope you can help :D

    Best regards,

    Bunny

     

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    Brett Bowser

    Zendesk Community Manager

    Hey Maktar,

    Thanks for sharing this with us! I see you've reached out to our Customer Care team to get this issue resolved so they will follow up with you as soon as they can with next steps.
     
    Cheers!

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