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Adding and removing languages for an AI agent, and the checks that stop a language going live half ready.
Add a language
- Open the AI agent's language settings.
- Add the language.
- Translate the fixed replies, including the system ones.
- Confirm articles exist in that language.
- Test a full conversation in it, including a handover.
- Enable it.
Do steps three and four before step six
Enabling first and translating afterwards means customers meet the half-finished version, and the ones who do form their impression then.
Test the failure path in each language
What the agent says when it cannot help, and what it says while handing over. Those are the replies most likely to still be in the default language, and they are read at the worst moment.
Check the tone, not only the words
Formal and informal address, and how direct a refusal sounds, differ between languages. A translation that is literally correct can be noticeably rude or oddly stiff, and only a speaker will tell you.
Removing a language
Decide what those customers get instead: another language, or straight to a person. Removing it without deciding leaves them with whatever the fallback happens to be.
Recheck when content changes
Adding articles in one language improves the agent there and not elsewhere. Where you maintain several, the agent's quality drifts apart language by language unless somebody looks.
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