Virtual Agent Academy: Multi-Language NLU

hello everyone good morning good afternoon um welcome to virtual agent academy um today's topic we will be covering multi-language virtual agent nlu my name is marcel goodsol i'm a product manager with our employee workflows hr group specializing in virtual agent adoption so our goals for today are to really understand and get a comprehensive analysis of what's possible with virtual agent nlu multi-language that's new for paris we will go through the new virtual agent nlu authoring experience and discuss any required plugins and relevant tables that may assist you with making sure that your deployment looks good so some of the benefits of multi-language nlu with virtual agent it really helps deliver that personalized natural language experience for employees to further help with deflecting cases or incidents that come in through virtual agent it helps to unify the experience so you want to make sure that users in different geographies and different locations have a personalized experience much like the english-speaking employees in your organization and make sure we're enabling direct access to those populations to help provide them with virtual agent experience and then finally it's easier to maintain the topic using the new authoring experience in several different languages so what's new for paris is going to be french and german languages as well as english are currently supported so really how this works if you want to think about somebody um maybe going to the portal or to a natural workspace say microsoft teams or or slack they have a question about their paycheck and they're asking virtual agent for some assistance all we know so far is that this user has a preferred language of french and they type in their utterance into the chat client to virtual agent as such so they might tape in a french utterance um and at that point virtual agent nlu knows based on the type of utterance entered okay based on this person's language preference we are going to then respond in the french language so french is invoked in that particular experience and the employee can continue conversing virtual with virtual agent in their native french language and have the anal use experience to support virtual agent so this is really at a high level how that whole process works from the end user side and from the admin side what's important is having a comprehensive authoring experience so you'll notice a couple changes in the virtual agent designer view when you go into the topic you have not only your properties area but you also have your topic flow you can manage your nlu intent but finally manage the different languages that you want to support a particular topic in so an example could be for if you are operating in the united states and you have something like a w-2 request or access topic you may want to just support that in english but if you have a payroll related topic you may want to support that in english plus other languages because that is a more universal type of request that you may want to use a virtual agent to support and so you can manage your languages from here and also enable your nlu provider from the setup topics as well and last but not least the required plugins and relevant tables um so one thing to note is you want to make sure your internationalization your i18n translation plugins have been enabled and you also want to enable your nlu common model you can do this for the french language and for the german language as well as the english language and make sure if you're using any scoped virtual agent conversations you enable those plugins as well and then lastly your your high level plugins your glide virtual agent and your nlu model builder must also be enabled and then to mention some tables these are some tables that are commonly used for reviewing for troubleshooting and just assessing how virtual agent is performing in those different languages so now for the demonstration let's navigate first to an end user experience so i'm logged in as beth and you can see beth is a natural french language speaker so if we take a peek at her profile you'll notice that beth's preference is going to be in french so down at the bottom we can see her preferred language and other information about beth and that is why her portal is translated into french and let's say beth wants to go ahead and initiate a question to virtual agent so in this scenario you can see that beth is presented with virtual agent in her native language so it's been fully translated and as an inquiry beth wants to add help with her paycheck so she's going to type that in in her native language and be prompted using the out of the box payroll topic as you can see here some different options she can select from so she's selecting that she's received a different amount on her paycheck than she's expected and she would like to pursue with opening a case to resolve this particular issue she can select a date so again we're just following the natural progression of the out of the box topic so as she selects her pay date the system wants some additional information to add to the short description so she might say help please and that will be added to the case description and a case will now be created for beth so she can say no thank you i am done with this conversation so in this flow you'll notice beth has used natural language to invoke virtual agent in french so let's take a look at what this would look like as another user as the admin so switching gears over to our admin screen this should look familiar so this is a list of virtual agent topics and first and foremost what you want to do is go ahead and set up your nlu in virtual agent um to do this right you want to make sure nlu is invoked so again activating those plugins and then making sure in general settings that virtual agent in different languages has been activated so you'll notice your setup topics are going to look the same but we've added some enhancements in the nlu settings so you'll notice that virtual agent has been enabled here and you'll notice that i have servicenow and i'll use selected and down here when you before you activate the uh french internationalization plug-in you won't see french show up um once that plug-in finishes installing and that could take several hours you'll see the french set to a default of false so what you have to do is go in and make sure that it's enabled to true so you just click on you know where would say false here check the box to enable it and then it should stay true so at this point you're able to manage virtual agent and nlu in french now on the nlu side building the model takes place in studio so we're going to head over to our studio and you'll see i already have an application set up for the french model but if you don't already have an application what you want to do is create application and go through those different steps or keep it under current application and when i open this up you'll see that i have a specific french model now it's important to note that you don't want to have french intent set up alongside english based intent so you know you want to have a separate model for french or for german as opposed to english so you'll notice there's a couple intents already set up in french so there's a hardware problem and a payroll issue and so you can take a look at what those different intents will look like so they can have utterances in that language in terms of importing the setup topics what you would simply do is import intents and you'll notice that when i activate that french nlu model i have five different setup topics to import so what i want to do here is i've already imported them but you would want to check the box and go ahead and import those so when we take a look at the greetings for example you'll see that these are designed for the french model and so forth the end conversation the live agent etc so this is really what your french model should look like so i'll take a pause there we've covered quite a bit of ground already um does the audience have any questions and feel free to type those into the q a or the chat okay great and as we go forward we'll be checking the the chat and the q a periodically so don't hold back we'd love to hear from you um so this is really when you set up your your nlu model you have it ready to go you would train it you would test it you know and make sure it's working accordingly so then going back to your topics when you're in the designer view and we're going to open up that payroll topic that we saw beth navigate through so you'll notice we have a payroll discrepancy that we want to take a look at and again make sure that if you're building these in scoped applications that you keep the scope consistent and we can take a look and see the topic flow here but notice now i have an area where i can see the flow but i can also manage the nlu intent from here along with the properties and the languages if we go to properties you can see that down here by default this is going to show me the english only version of nlu just know that if you manage the topic in different languages you would manage that here on the language list also one thing to note is when you can click on the nlu intent window here you can only manage the english portion of nlu so keep in mind if you want to make updates or changes to the french model you would need to do so in the studio application itself train test and republish that model again it's going to be a separate model that you're working from and so if we go over to languages this is where i can bring in french so you'll see because i have french enabled on the setup topic second tab i can now see french in this particular window so i can see the english model here and i can see the the associated intent and i can also see my french model and i can select what intent i want to map to this model and down here if you're using entities so you've if you've annotated entities with with dates or lists or open-ended entities you can certainly map those entities here as well so this will be your screen if you've activated german as well as french german would show up here as well one uh little side hack here is if you want to test the topic if you select test from this window it will open up the english version so subsequently you can test it here or you can test the french version so if i want to make sure that my topic is flowing appropriately i can test it using this particular um button to invoke that and i can test it with my intent and see what happens and i can see okay great that's a hundred percent because again i'm using an utterance that's part of the um part of the model so you know ideally what you'd want to do is collect test utterances you know and test those appropriately against what you've built the model based on but i can see my topic is working as as planned now one of the things that you may notice is sometimes there may be options as part of a static choice input or another input that have not fully translated for whatever reason so when we talk about troubleshooting we can go back to the flow and you know you may notice as you're translating topics or um supporting topics and languages other than english like for example if i have an issue type and these are the different selections i'm giving my user and again this is a copy of the out of the box pay discrepancy topic um i noticed initially one of my labels didn't translate correctly so it was showing in english whereas all of these others were showing in french so one way to troubleshoot that is if you open up the um sis nlu messages table and so let me go ahead and move my zoom bar um so on the sys nlu messages table right this is just cis underscore um ui underscore messages and i can star whatever that phrase was so if i go back to this particular phrase i can highlight it and then look that up in the messages table and make sure that there is a corresponding language translation so again if i were to activate this in german as well as french and english i would want to see three here um and if you know so as you're testing your topic and making sure your translations are coming through it's always important to come to this particular table and make sure that you're seeing the the corresponding translations as you're running through those different topics one other area as you are building your topics out um you know and you're going through in your testing is to make sure that nlu is invoking um [Music] so you know if if you're entering utterances and you're getting responses from the chatbot that say i don't understand your request please enter it and you're not expecting that type of response for the utterance that you're testing with i would head over to this particular table so it's the the cis underscore cs underscore topic underscore languages table and what you can do is make sure that you don't have any duplicate nlu language bindings so what you want to do is open up the table and then you can group by and you know just make sure that you don't have any duplicates here so see where i have german english and french that's fine but if i navigate back and take a look at any of these and i'm noticing any more than the number of three as part of these then i want to make sure i delete any duplicates so that could be one reason you're receiving an error so it looks like we have a question in the q a so i'll pause uh for a moment um so the question is coming from the audience right um servicenow is working in different languages for nlu um are we able to install spanish and create spanish models um so this is actually a great question um we're expecting to release additional languages with the quebec release and beyond um so spanish is one of those languages that we're expecting in or near the next release family so it could be available with quebec um or we're exploring do we want to make that available with a store app post quebec for the scoped applications for the virtual agent topics um so you can probably expect spanish as well as other languages in the springtime of 2021 so that's really our next release of languages for for virtual agent so going back to the topic once you've tested and you've run through everything this is really where um you want to make sure right your your languages are good um you know your your properties are fine you're publishing your topic you're making it active um and then releasing it for that end user um again one of the questions that commonly comes up is well how does nlu know what what language to look at um so notice when we um opened up is beth right it just automatically knew to go ahead and invoke the greeting topic in french right so this is really where we want to make sure our setup topics are now supporting those particular languages so when we come into our admin view and we're looking at some of the different setup topics like greetings we want to make sure that those greetings are actually mapped to both models so again just remember what scope these are in these are the greeting and the general settings topics are going to be in the global scope and you can see that i can now enable french and say okay i want greetings to to also invoke for the french model um so it's a good idea to go through all of your general settings so if we pull up our general settings right and remember we started on this tab and we were looking at you know making sure that french was enabled um and making sure that you know as we click this we we checked this box to make sure that that was um actually going to work in french and then in your setup topics making sure that those topics like your um your fallback your error topic if we open up those making sure that we are also mapping these to that french model so again very very important to make sure your setup topics are also supporting the um the multiple languages right so we can say french model and right um and map it to the appropriate intent so that is one thing to note um and it looks like did we have okay so there were two answered questions okay all right great it looks like nabil has answered that question um so just so one question that comes up is how does virtual agent know to even invoke the greeting topic and the setup topics in the user's native language and this really happens on the user table and so if we navigate down to users go to user table and we're going to pull up beth's record so if we notice under beth's record she has indicated her language preference is french so that's really the object that the system is looking at to ensure that virtual agent is in fact invoking the correct greeting and the setup topics in the user's native language um so that's really you know the thing you want to pay attention to with um with the multi-language so back on the designer view again right if you want any of these um different topics invoked in separate languages just remember that when you open up this window you know you want to make sure that your your languages are mapped appropriately and just notice that sometimes it may not always default there so you may have to just select that drop-down and that model will show up um but this topic has been published and active and this is really where you want to to just verify if you're mapping it to multiple models all right and lastly you know when we talk about reporting and understanding as nlu predicting um intent discovery properly this is where we want to open up our open underscore nlu underscore predict underscore log table and this is where we can see all the different utterances that are being entered so you'll see that there's um you know anything from a question to you know help you notice some of these are in french and some are in english so one of the common questions we get is can i type an english intent into something um you know that's that's designed to be french so if we go back to beth's view and i type in paycheck help it may or may not know what i'm asking about again so um just keep in mind if somebody types in in english the experience may not be consistent in this case a recognized paycheck is similar to the utterances in the model so it did pick it up but just bear in mind you you want to make sure that the user sticks with their native language if you're deploying this in multiple languages so just reviewing the admin view we can see that this is the most recent entry we've had we can see that there is a a one intent zero entity match which is always good that means it dropped me directly into that topic and from here i can take a look at the different responses so i can see if it matched an entity um you know how long that topic uh duration was etc and just refreshing that list you can validate that that's working and this will drop you directly into the table so you can see this recent entry paycheck help um it did predict an intent um but ideally you know you want to be tracking the uh the french entries and making sure that this is mapping with um that particular um french model here so i'll pause are there any questions or any comments from the audience okay so switching back over to powerpoint um just to summarize the the experience we covered again how this entire process works with the paris release um employee enters a payroll related question or any related question and then the utterances in french and then it looks to the profile object language preference or the user table object language preference to detect that language authoring experience we covered this where you can author ensure that that french and german um are active and enabled and then again these are going to be your relevant tables and plugins so making sure this internationalization plug-in is huge you will not be able to use it without activating that plugin and you will not be able to import any of the out of box intents for the setup topics without this nlu common model in french or german and these are the different tables that we explored to see that we're validating our translations are working and nlu is accurately predicting the utterance so just to sum up please please feel free to visit our community forum um it's very active and full of you know a lot of dynamic questions and and comments and articles um we're constantly posting out there as well as our partner community in our customer community so i would encourage you to head out there if you have any questions but i wanted to thank everyone for their time today hopefully this was helpful to cover nlu multi-language support in the paris release so that wraps up our virtual agent academy session for today hope everybody has a wonderful day or evening thank you so much

Channel: ServiceNow - Now Community

Views: 855

Rating: 5 out of 5

Keywords: ServiceNow, ServiceNow Community, virtual agent, chatbot, VA, NLU, configuration, natural language, demo, webinar, getting started, translation, german, french

Id: HZCmBG90sgs

Length: 25min 22sec (1522 seconds)

Published: Fri Oct 23 2020