okay we're going to be potentially talking about a um for looking statement so please take a note of that and of course as always please please note our generative Ai and intelligence Community Forum as well as um our now Community YouTube channel AI academy uh is recorded and all of our recordings are posted in our uh Community Channel in our AI Academy playlist so you can look to that within the the next week or so after this recording uh as always this is for you it's about fresh ideas better understanding and practical guidance on everything AI uh again this is being recorded so don't worry if you miss a particular thing you have to drop early I completely understand and of course I welcome your questions so please use the Q&A function in Zoom to ask your questions uh if it's in chat I may not be able to see it because I know chat can run a little bit sometimes so just uh be aware of that uh quick agenda we're going to do an overview of slides I only got like two three slides and then we're going to go into the exercise I'm going to jump to an instance I'm GNA actually do I'm going to do actual uh demoing inside an instance for you and then we'll wrap with Q&A so a bit of a an agenda shift you might have seen on the agenda uh that we were going to talk about now llm today unfortunately our presenter uh called in six so I jumped into the last minute uh so but I did want to talk about was something uh still related to now assist still related to our generative AI features and that is supporting multilingual for now assist you might have heard um that o our now assist our geni features only supports English well that's no longer going to be the case uh we are now supporting uh many languages uh with now assist or J features through Dynamic translation so I'm going to now share as to what that involves and what that means so uh in the June release and let me uh we are releasing Dynamic translation OEM now let me pause and kind of take some time to tell you what June release means so uh we have a our June release was Washington patch 4 so everything I've talk I'm talking about today will only be available for Washington release patch 4 and Beyond uh unfortunately this is not available for Vancouver or any in the earlier patches so when you're when you can uh whether you're working on a pro of concept instance or whether you've already uh you know in uh moved uh to subpro or profer analysis to take advantage of what I'm talking about today you do need uh Washington patch 4 that came out uh first week of June I believe so now we're we're past that so definitely it's available to you i' recommend taking advantage of that if you have that today uh uh at your disposal and uh keep it in mind some uh plug-in requirements to take advantage of dynamic translation so uh you do need nysis platform version 4.1.0 and you need a plugin called snor msor OEM uh one version 1.0 okay and then you also need a language pack for those of you who have uh used or configured Dynamic translation before you're familiar with language packs you're probably familiar with some of the configurations that I'm about to show you um but so so this may be review but the good news is because it's OEM that means two things number one we configure it for you for the most part and number two uh OEM means we actually cover the translations costs that's right for now assist Dynamic translation uh rather than being charged by Azure for however so many translations which you may familiar with again if you've used dyam translation in the past or other translation services we service Now cover the costs for you so this is considered included or or bundled with your uh with your now assist uh entitlement or or or package okay so how do we take advantage of dam translation well I'm going to show all of this to you uh soon but I just wanted to cover this in slide form you needed enable Dynamic translation and you need to set a a default translator now that should be set to you by default but again it's always good to check and we will do that in the upcoming exercise I have a screenshot here as to where you can uh enable Dynamic translation and we'll go over that in a bit and it what it does it translate your multilingual prompts and this is sort of a backend explanation what it does is if you're if you have a Spanish user uh and you send a Spanish query say to search or to um you know virtual agent we will translate that prompt to English for now for our now llm to process so our now llm service is still uh english-based and we're going to enhance that in the future but still english-based so it's going to do is it's going to translate everything to English but then when it comes time to uh present a response to the user it it responds back in that user's language in this case Spanish so that's how damic translation works so um it's not a native multilingual uh prompting response to an llm we are there is some um English translation in the in between so that's how it works today but then moving forward uh in Q4 which would be around October November we are going to have a native multilingual uh llm as part of now llm okay so this is a bit of a A workaround or stop Gap but it's pretty good one because Dynamic translation uh which since it relies on translation service such as Azure it can support uh many languages uh and then yeah as I noticed as I knowe customers do not have to pay for translations uh please note however uh data does go out to the Microsoft Azure translation service so if you're concerned about um you know your your data privacy p Just note that now assist you know within service now all your data is is retained within the service now infrastructure does not go out to Microsoft or open AI or or you know whomever whatever third party service but because Dynamic translation is Microsoft Azure just note that whatever you send to be translated will go out to that service for some of you who are Microsoft shops you may not care but for some you may so just be that be aware we are looking to we are service now are looking to bring D translation inhouse um that's more again a future forward-looking statement targeting uh our the zanado do release for that okay so Dynamic translation where does it work where does it not work here are the analysis features uh supported for denim translation that I that I saw okay and this is my experience I wanted to share this with you so analysis in Virtual agent it works and I'll show that in a bit uh in terms of custom translating custom topics uh conversational catalog Q&A uh summarization works with Dynamic translation resolution not generation you see some screenshots there kind of showing what uh that looks like uh code generation works with multilingual uh catalog gen now assist panel support D translation just note that not every string in analysis panel is translated because some of it are system strings some of them are strings that we that we you know can translate app gen is supported and Playbook gen is supported okay there are two now assist gen features that are officially not supporting you with Dynamic resolation but they will be again mov forward um one is KB gen knowledge generation and the other is flow generation for for KB gen you may be able to but your mileage may vary your quality may vary uh we wouldn't be able to support any case tasks or or any support levels if you did ran into an issue with KB gen and dynamic translations so that's why I'm saying officially in terms of best practices don't use multi no don't use Dynamic translation with knowledge generation yet okay uh there were some open defects related to hot to Washington patch 4 there was a hot fix that uh Plus store app update that came June 20th which was last week so again if you're on washing patch 4 if you're cutting edge and you already tried damic translation already and it didn't work for you uh just make sure to install the Hot Patch uh make sure to update this the store app and you should be good to go there into the exercise let's jump into an instance so I'm going to switch screen shares here so give me just one second while I pause share if you have any questions or anything you heard just again put it in the Q&A um let me just I can address one question here in the meantime uh give me just a sec I'm trying to switch screens here um okay does installing multiple language packs for the virtual agent cause performance issues um it shouldn't uh it should only use one language pack at a time again depending on the user session and the user query so there shouldn't be any performance issues um the only performance issue I can anticipate is again that call out uh to the to the Azure service and to the translation and the bring back the strings so there will be a little bit of a pause it's not going to be as Snappy as saying you know using uh English natively or using Spanish natively in the platform right so just be aware there's a bit of a pause and that's just the communication between us and the translation uh Service uh that's that's that's azure based okay hope that answers that question all right let me switch here all right please let me know if you don't see the screen hopefully you should so uh let me first start with the configuration so I'm going to go to the platform view here I'm logged in as admin so how do I enable um now assist D name translation right so this is handled in the now assist uh setup screen I'm going to navigate there once my menu loads thank you there it is uh let's go to uh settings so now assist admin settings now wait for it to load you know you have your plugins here now it says panel go to language and region and D name translation is currently on and this is a toggle I've toggled it on for you already so uh you know you can see that and then language enabled I've installed or English is already available and then I've installed the Italian language pack so that's why Italian is enabled here and then if you so for again those of you who have used um Dynamic transation before you're kind of familiar with how that works in the background uh I will now show you more configuration that um our OEM plugin should uh should already have for you so definitely when you turn it on be sure that these tables that I'm able to show you are also configured so I'm going to go to uh translate I'm going I'm doing this from memory so forgive me if I'm uh there we go translator configurations so forgive me I don't have the exact verbiage correct on the first try but if I go to translator configurations you notice there's Azure which you would still need to use if you're not using now assist and if you're not using our OEM right so if you're still doing Dynamic translation say for agent chat or for knowledge base or for anything else besides now assist you would still use Microsoft or maybe maybe IBM right uh however if you install now assist platform if you install that plugin that SN Ms o plugin I mentioned in the slides you should also see Microsoft Azure OEM here and active should be said to True okay so that's uh one item and then if you go to connections and aliases a connection credential aliases again you'll see um you know Microsoft translation somewhere you'll probably see IBM and and Google transtion but the one you want to make sure is there is this one here Microsoft Azure OEM translation okay and again also make sure active is set to I don't see an active flag here but make sure active is set to True here and that it's there okay you don't need to touch anything here as long as it's there I'm just showing you to to tell you that this is what's installed when you install those plugins I mentioned earlier again the latest version of now says platform and the latest version again should be 1.0 of snore and for Microsoft OEM okay um so then with that's so that's that's it really so what I'm about to do is just show you some examples of translation in action okay so um something to uh let's see how do I how should I do this uh let's go to employee Center well let's do this let me first show you um a knowledge article that I have in Italian that I've written in Italian okay so if I go to KB knowledge you'll see I have a pizza recipe sorry very I know very how how AO I have a pizza uh recipe that I've written in Italian what and when I say written I basically meant like I translated in English recipe into Italian V via Google Google Translate Okay so what that means is if you have Italian content whether it's a knowledge article or service catalog item you will be able to see uh now assist results uh in Italian on this knowledge article item so let me show you what how how that how that works so um let me go back to employee Center and I'm going to uh I'm going to impersonate uh able tutor e AEL or Beth let me try AEL I think one of them is one of them is their language there you go is set to Italian you can see here this is Italian Etc and I'm GNA ask how do you and I'm going to do this in a separate tab here give me a sec Google translate where's Google translate there it is so I'll move I'll move it back here so you can all see what I'm doing here uh how do you form a pizza and by forming that's actually a Pizza term like how do you make the shape of the pizza I think is what it means and I'm going to uh translate to Italian so this is what able would ask right if able were Italian and she's using Now assistant AI search now what would used to happen without um you know dynamic translation well we get we get that which is fine but we're looking really looking for the p uh for the generated article so there we go so what would used to happen without Dynamic translation is that you probably wouldn't get you probably would not get a result okay or you may get this result here which is good um but it's not a genius result it's not a a a result that's uh generated via now assist but here you do it finds the article and it provides a a gener a translated um genus result for you and if I were to translate this back to me in English you'd probably get some form of uh a summarization although sum ation is a a simplistic term here we are using rag sum a summary of the article and there we go so so that is so that works okay this also works and yeah so um just keep in mind when you test this uh someone raises a good point I think it's Yakir Yakir there in Q&A when you test this with other similar Latin languages like Spanish uh Italian whatever you may have it it it shares this many words share the same Latin share the same Latin roots so you may get lucky even if you don't have damond translation or even if you have Dynamic translation but you're searching um you know edge cases you may still get results which is great but just keep in mind in keep in mind that um it's more of a luck of the draw based on our semantic search at AI Etc rather than whether or not you're actually getting a result that went through our now llm is providing you result so just keep that in mind if you're getting inconsistent results okay and then uh very quickly Steve yes this session will be recorded it's going to be upload to Youtube afterwards and again you here good good call there I was going to call that out in the uh later but you you you read my mind which is which is great uh let's do another example here so uh so this is an example of AI search working in Dam translation let's go back to home and let's open up the the virtual agent and you'll notice now virtual agent also greets me in Italian as well as Italian um you know list of topics and everything and again I did not without with this I the admin I do not have to create an Italian greeting and a Spanish greeting and and other language greeting it's this is automatically dynamically translated to a user whose session language is Italian okay this you won't if if if the session user is English like admin and and I Tred typing in Italian that's not going to translate necessarily for for now assist okay but in this case Italian user I could type in an Italian query like uh let's change this here so I'm going to clear that I'm going to go into English and I you know how do I troubleshoot my video uh screen share for zoom and what I'm trying to do is I'm trying to um fire off uh this uh topic for those of you who have seen otheris before you may have seen this topic before this is my um collaboration app troubleshooting topic so uh let's see if I can get that here let's let's say yeah Zoom why not doesn't doesn't matter Zoom slack teams oh okay well let's see I get some catalog items um but I don't get my topic but in any case so um note this is a good this is a good time I need to to tell you uh catalog items you do get dynamically translated um so here you can start a request and then I don't know if this is a conver ational catalog item or not but if it was a conversational catalog every all the steps yeah it is so it tells me um I I don't understand this but this is now going through the conversational catalog uh flow which I've covered in the previous Academy and all the questions will be translated dynamically translated to Italian as well okay uh and and of course top um this the topic discovery search. workk that worked in Italian as you can see here uh I'm curious what the asks me this I can tell is is is means obligated or required uh but if I to type here it's probably asking me and if any of you know Italian feel free to jump in uh what is the topic of the zoom webinar uh I don't know if that's what it really means again your translation quality may vary again we are relying on Microsoft Azure so you know they they're we we sort of rely on their translation quality so it really depends on um on them as much is the content uh let me end conversation I'm just going to I'm just going to show you really quickly manually rather um I'll just select this topic here because I want to show you that hey this topic that I custom built um does not I did not build this in Italian or Spanish I built this in English but I don't I did not have to translate this for Italian users this automatically translated uh in Italian for my user dynamically okay and you may see AO a lot and the reason why is because in my virtual agent topic I you can you can tell it you can tell the virtual agent topic to talk like a pirate or you know talk like a friendly bartender or what have you and I think my talk like a a pirate instruction prompt is still in there that's why it's it's your seen a Hoy so you know that works and of and again that's being translated in Italian this is very similar to um nl's Dynamic translation of a virtual agent I think was released in the Tokyo release uh or thereabouts so it's the same concept uh however that one uh for nlu virtual agent is not OEM you do have to pay for the translation Char uh the translation costs but uh from Microsoft I think it's it's a very generous it's like free for the first million characters and then it's very cheap after for the next million or so characters after that so you know when we say translation cost it it is pretty low um I do not recommend using Azure open AI I do not use I do not recommend using an llm for translation just because using an llm is just relatively much more expensive than just using a a translation service like Azure translator uh IBM translator or Google translate uh translation services on on Google Cloud so that's a bit of a hot tip there um so yeah so that's um virtual agent I'll do one more demo and then I'll show you a support chart and then um about of of where Den translation is and isn't available and then we'll go to Q&A for for the next five minutes okay so let me just try show you one more thing here and this is just incident summarization so I'm going to go into the platform View and I might get a little lost I don't know what incident is in Italian so I'm going to try to find it uh I think this is uh open incidents maybe let me see if I can just type in open incidents I just want to show you uh what there we go let me I guess we can try that my I'm I'm trying to show you summarization working in uh Italian I guess I can try to go through here we'll see if this works yeah these are my incidents how do I go see all incidents uh um oh you know what that's because I'm able and able may not have uh access to all incidents so my apologies so let me go back as admin let me change let me go let me first before I do that let me go to incidents here and I created an Italian I thought I Italian oh here was it this one yeah so you'll note that I've uh submitted a mix of English and Italian uh work notes here and uh I'll let me just run summarization now see what happens but the point here is yeah so the point here is a summarization can take a mix of English and other languages okay uh again your mileage may vary but in terms of like hey does this work or not yes it does and some of this some and you can tell because some of the language in here that is in English came from uh theseal this Italian here definitely did not come from uh this which was very you know the English translation here which was kind of vague if I trans if I change my profile to Italian oops not here sorry preferences language reason very quickly to Italian uh again the the strings here that's translated which is good there we go uh translated to Italian you can see it took it took a combination of my Italian work notes as well as my English work notes Let me just copy this and see if what what whoops uh what not Dutch uh where's Italian to English uh you can see how it uh translated okay so then the last thing I'm going to I'm going to show you here is a support chart here okay and then I'm going to pause on this uh chart while this loads and I'm going to address your Q&A here so just very quickly note that uh KB's um knowledge articles that are in English uh is not but the Spanish user trying to ask a Spanish query against an English KB that's not supported yet we don't we don't translate the knowledge article okay if the knowledge article is in Spanish and the user asks in Spanish just like I showed you uh previously that'll work but for KB it does not work that said um you know if the Spanish user if if the user is asking in Spanish against an English catalog item as you saw with that Zoom example uh it it does work okay uh just note that in some instances again uh you may because of Latin roots because English sometimes reads A Lot similar to Spanish or Italian you may get uh English catalog items Etc uh just note that that's more of a fluke of our again our our embedding model or AI model more so than hey this we officially tested and suppored this Etc so just be uh aware of that okay so I'm going to leave this here and and I'm sorry I ran out of time but I'm going to try to address all your questions so uh Barbara asks do we always need to have a platform language available to be able to use it once it is available natively so if a user enters a church query in Spanish but the platform and knowledge articles are only available in German and English does here or she nevertheless get translated reply in Spanish so I I I addressed that today that it won't be supported okay you you I recommend that you translate your knowledge articles in Sp whether dynamically or natively and so you know dynamic translation for knowledge articles separate analysist is already there and it's it's it's a feature so I recommend using that for dynamic translation and yes you will need the related language pack whether it's Spanish German Etc uh why is the not included by default instead of having used a third part service is there a future plan inclusive so yeah so I don't know if you missed this um uh previously but we do plan A natively support languages from now llm um in in the ne in later this year into next year outside of now assist outside of our gen features we already do support uh multiple languages we support 30 plus languages uh in our platform so whether you're trying to translate incidents or workspaces or major Incident Management or HR or or what have you a lot of you know many things outside of now assist we support multilingually already mobile Etc so this uh Academy was just for for now assist gen features uh what itm licens is a COR for n translation so for dynamic translation um outside of now assist I'm not sure uh which skew is is required for D translation I you'd have to talk to your account manager for that I'm not I'm I'm not sure for now because I'm talking about now assist you do need the now assist um you know license uh to to use what I what I saw here uh does the translation only work if the user service now has been set up in that language I use in English English so yeah so uh your question relates to this support chart so I would just use this as a as a guide again this is as of June right this support chart may change in um in Q4 right uh because in Q4 which is again uh our xanad do release and afterwards uh we will make enhancements to D translation and of course we will make enhancements to um our native support our native language support for now lolm uh could you repeat the translation cost as no longer an additional cost so uh when you send strings to Azure translation services to translate they they charge you something I don't know what it is but it's free for the first million characters and then as some dollar amount for the next however some million characters we service now cover that cost for now assist we do not cover the cost if you're translating anything outside of now assist anything outside of geni okay so just keep in mind so there you know you may potentially have two translation services at work one which is just Microsoft uh translation services and one which is uh Microsoft OEM which will only work for analysist SL generative or generative AI features uh I tested VA and one thing it was not working is easy dates like next Monday um again if if if this is in relations to Dynamic translation uh your translation service you know it it's it won't be perfect the translation service and of course the nature of llm in general is non-deterministic so you're you know it it'll highly depend on you know what the question was what the answer was Etc so I really can't help you know Case by case but just be be aware are a lot of things at play here that aren't as hardcoded as as we'd like will Dam transations also be available once the native language pack support is in place yes it will be if you choose to continue to use Dynamic translation and we realize you know according to the the road map um if your language if your design language is still not supported in the second half of this year you would still probably want to r on Dynamic translation and you can do so if you type something in English with d translation switch back switch from the current language back to English uh possibly never tried it so I don't know uh again uh translation service included in itm standard again I'm not sure uh I I I could do some followup and I can post in the YouTube comments once I figure it out but I'm not I don't know whether Dynamic translation uh outside of now assist is available in either standard or Pro uh but I can speak just for the OEM translation that I spoke today this is only available for now assist and now assist um uh packages okay uh all right I think that's all for the questions I'm just going to check the chat here seems like uh you know okay yeah well hey thank you so much for joining us today again this will be uploaded to YouTube soon and stay tuned next time for more AI Academy thank you everyone