Juliane Knobloch

Hi Daniel Aron ,

Thank you for your response and for clarifying the current roadmap for the AI agent custom translation feature. While I understand that extending this feature to options and buttons is not currently planned, I would like to emphasize the importance of this capability for our user experience.

The automatic translations for button labels often lead to confusion, as illustrated by the example of “Unrecognized Charge” being translated to “Unbekannte Ladung” in German, which means “unknown cargo.” This not only confuses our users but also impacts the overall effectiveness of our bot interactions. The buttons below the bot intro are critical; if a label is incomprehensible, a user will not click the corresponding button and will not go through the flow that might solve their issue or question.

Having the ability to customize translations for all parts of the bot, including buttons, would significantly enhance the user experience and reduce misunderstandings. While we appreciate the suggestion to consider Zendesk’s Ultimate advanced AI agent solution, it is not feasible for us due to budget constraints.

Could you please reconsider the possibility of adding this feature to the roadmap? It would greatly benefit many Zendesk customers who rely on accurate translations for effective communication.

Best regards,

Juliane

Our messaging bot is available in seven languages and we find the automatic translations of the prompts often not satisfactory, sometimes they are downright confusing for the users. It's great that we can now add custom translations for bot messages. We also need this feature for other parts of the bot, especially the buttons below the bot intro. The text for these buttons is taken from the name of the corresponding answer and there is no possibility to customize the translation.

Here is an example of how the automatic translations lead to confusion: In German, the button label “Unrecognized Charge” is automatically translated to “Unbekannte Ladung”. This makes no sense at all, translated back to English it means “unknown cargo”. 

Hi Eric,

This has been implemented, correct? We recently had a consultation with Zendesk Professional Services and our consultant always stressed that our agents need to interact with the AI predictions (change the intent and/or sentiment when wrong) in the Intelligence Panel so that the AI gets better. 

Thanks,

Juliane

If I understand this article correctly, the generative replies feature should work in languages other than English. Unfortunately, I'm unable to extract a generative reply from our bot in German. I've both activated automatic translation in the bot settings and added multiple articles to our help center in German but no success :-( Am I missing something? I already contacted the Zendesk Support team but they cannot help me because generative replies is still in EAP phase.

The Google Translate bar in Agent Workspace only translates ticket comments, nothing else. Our channels are email and web form (not messaging) and so all our tickets have a subject field that contains information provided by the customer. If the ticket is in a language that the agent doesn't speak, the Google Translate bar is basically useless because the agent can only translate part of the information provided by the customer.