Deliver Einstein Article Recommendations in Seven Languages (Generally Available)
When your business crosses borders, let Einstein recommend articles
in a language that matches the customer’s inquiry. Article recommendations are now available
in Dutch, French, German, Italian, Portuguese, and Spanish, in addition to English.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions.
How: If you’re just getting started with Einstein Article Recommendations, you need at least three knowledge articles in one of the seven supported languages. In Setup, select the languages that you want Einstein to use. If you’re already using Einstein Article Recommendations or participated in the multi-language pilot, we preselect languages for you. In Setup, you can change what’s selected and rebuild the model.
To recommend articles, Einstein uses natural language processing (NLP). Einstein detects the
case’s language and checks the Language field for the knowledge article version. Here’s how
multi-language recommendations work:
- If the case language is supported*, Einstein recommends relevant articles in that language.
- If the case language isn’t supported*, Einstein recommends relevant articles in the org’s Knowledge master language.
- If the case and Knowledge master languages aren’t supported* and English is a selected language, Einstein recommends relevant English articles.
*Here, a supported language is:
- One of the languages supporting Einstein Article Recommendations: Dutch, English, French, German, Italian, Portuguese, or Spanish
- Set to Active in your Knowledge settings