Microsoft Azure OEM for Dynamic Translation in Now Assist

  • Release version: Australia
  • Updated May 11, 2026
  • 2 minutes to read
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    Summary of Microsoft Azure OEM for Dynamic Translation in Now Assist

    This feature enables multi-language input support in Now Assist applications by leveraging the Microsoft Azure OEM translator service, which is included within the Generative AI Controller. When enabled, user input is detected for language, dynamically translated to English for processing by Now Assist, and the English response is then translated back into the user’s preferred language for display.

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    Key Features

    • Dynamic Translation Process: Automatically detects input language, translates to English for AI processing, and returns responses in the user's language.
    • Integration: Microsoft Azure OEM translator is built into Generative AI Controller and managed via the Translator Configurations table (sndttranslatorconfiguration), which is not editable to ensure stability.
    • Activation: Requires Dynamic Translation tables; Generative AI Controller activates Dynamic Translation if not already active.
    • Regulated Market Support: From the Zurich release onwards, specific regulated markets are supported under certain conditions.
    • Latest Updates: Xanadu Patch 3 adds support for the Exclusion Framework in Dynamic Translation and upgrades related APIs to version 4.
    • Application Scope: The Microsoft Azure OEM translator runs under the application scope snmsoem.

    Customization and Control

    Customers can replace the Microsoft Azure OEM translator with another machine translation service by creating an account with a third-party provider, configuring it in ServiceNow, and updating the system property com.snc.genai.translatorconfiguration.sysid with the new translator’s system ID. Alternatively, Dynamic Translation can be deactivated using a system property if translation is not required.

    Practical Benefits for ServiceNow Customers

    • Enables seamless multilingual interactions within Now Assist, enhancing user experience globally.
    • Ensures consistent and accurate communication by automatically handling language detection and translation without manual intervention.
    • Offers flexibility to switch translation providers according to organizational needs or compliance requirements.
    • Supports regulatory compliance through specific market considerations starting from the Zurich release.

    Support multi-language input in Now Assist applications with the Microsoft Azure OEM translator service included in Generative AI Controller.

    Multi-language support for Now Assist applications

    In the Translator Configurations table, the Microsoft Azure OEM record
    When dynamic translation in the Generative AI Controller is enabled, your users' input text is handled by Microsoft Azure OEM (com.snc.microsoft_oem_translation_spoke) as follows:
    1. The language of the text is detected.
    2. The text is dynamically translated to English, then provided to Now Assist.
    3. Now Assist returns a response in English.
    4. The English response is translated to the user's preferred language and displayed in the UI.

    For more information about enabling dynamic translation in this context, see Configure multilingual service for Now Assist applications and Enable Dynamic Translation for capabilities in Generative AI Controller.

    From the Zurich release, this spoke has available support for specific regulated markets, subject to conditions. For information see KB0743854 on the Now Support portal.

    Activation

    The Microsoft Azure OEM translator service is included with Generative AI Controller. Microsoft Azure OEM requires Dynamic Translation tables, so Generative AI Controller activates Dynamic Translation if it isn't already active.

    Microsoft Azure OEM appears as a row in the Translator Configurations (sn_dt_translator_configuration) table. This record is not editable. The connection credentials of this translator service are already configured. For more information about this integration, see https://www.servicenow.com/company/media/press-room/gen-ai-now-platform.html.

    If you try to update this record in the Translator Configurations table, the following error is displayed: "The Microsoft Azure OEM translator configuration is used in Generative AI flows. It cannot be edited".

    With the Xanadu Patch 3 release, the Microsoft Azure OEM translator includes support for Exclusion Framework in Dynamic Translation. Also the API used by flows and subflows is automatically updated to v4.

    The application scope for Microsoft Azure OEM is sn_ms_oem.

    For more information, see Dynamic Translation.

    Alteration or deactivation

    You can use a different machine translation service in Generative AI Controller, rather than the provided Microsoft Azure OEM translator configuration. If you want to switch to a translation service provider of your choice, you can update a system property as follows.

    1. With the admin role, create an account with a third-party machine translation service provider and configure it in your instance. For details see Integration with other translation services.
    2. Open the record for your translation service provider by navigating to the Translator Configurations [sn_dt_translator_configuration] table, then selecting the appropriate row.
    3. Copy the sys id of the record by opening the form context menu and selecting Copy sys_id.

      On a translation service provider record in the Translator Configurations table, the form context menu is selected and Copy sys_id is highlighted.

    4. Navigate to the sys_properties table and select New to create a system property.
    5. Enter values in the System Property - New record form as follows.
      Table 1. System Property - New record form
      Field Value
      Name com.snc.gen_ai.translator_configuration.sys_id
      Value Enter the translator configuration sys id that you copied in the previous step.
    6. Select Submit.

    Alternatively, you can deactivate Dynamic Translation in this context using another sys property. For information see Disable Dynamic Translation for LLM Virtual Agent conversations.