Multilingual model management
Summarize
Summary of Multilingual model management
Multilingual model management in ServiceNow enables you to use Natural Language Understanding (NLU) models that understand user input in multiple languages, providing a unified experience across languages. The NLU Workbench helps organize, maintain, and translate models consistently by grouping primary and secondary language models.
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Primary and Secondary Languages
A primary model is created in a source language you select, while secondary models are translations of that primary model into other supported languages. The NLU Workbench displays these models nested under the same model group, allowing you to manage them collectively.
- Primary models are the source for translations and have a single assigned language.
- Secondary models represent translated versions in different languages and cannot have duplicate languages within the same model group.
- Any supported language can serve as either primary or secondary.
Managing Language Grouping
Language grouping is optional but useful for organizing multiple language versions. You can group languages either by adding languages via the primary model’s options (which automatically creates secondary models with translation capabilities) or by using the instance model migration page for language grouping.
Primary and Secondary Model Interactions
- New intents must be created in the primary model; they propagate to all secondary models as inactive and without utterances.
- Entities can be created in both primary and secondary models, but secondary model entities corresponding to primary entities cannot be deleted.
- Deleting intents or entities in the primary model removes them from all secondary models.
- Secondary models require manual review after translation or content changes before publishing.
- At least one enabled intent in a secondary model is necessary to train and test that model.
- Intent mappings ensure that applications can access secondary intents through their primary model counterparts.
Model Navigation and Duplication
- You can switch between language versions within a model group using the language drop-down on the Model details page.
- With the nluadmin role, you can duplicate primary models, secondary models, or entire model groups.
- Duplicating a secondary model creates a new primary model outside the original group.
- Duplicating a primary model can include all or selected secondary models, creating a new model group with source markings.
- Selecting a secondary model as the new primary during duplication enables all deactivated entities in that model.
- Duplicating without secondary models results in a standalone primary model.
Practical Benefits for ServiceNow Customers
By managing multilingual NLU models effectively, you can provide consistent and accurate language understanding across multiple languages, streamline translation management, and maintain synchronization between primary and secondary models. This ensures your ServiceNow applications can handle diverse user inputs globally while maintaining ease of administration and quality control.
Use multilingual Natural Language Understanding (NLU) models for the system to understand user input in several languages. The NLU Workbench helps you manage and maintain a consistent structure for content across languages to provide a unified experience.
Primary and secondary languages
A primary language is the source language you choose when creating a model. These models are considered primary models. Primary models can then be translated into different languages. Those translated models are referred to as secondary models. The languages in which they are translated are referred to as secondary languages.
The NLU Workbench home displays primary and secondary language models nested under the model name. Select the arrow to the left of the model name to expand the language group.
- Primary models have a language you assign to them during model creation and listed as English (Primary). The language of the primary model is the source language for the translations that follow later in the secondary models.
- Secondary models are translated copies of the primary model. Each secondary model uses a different language, such as Brazilian Portuguese, Polish, or Finnish.
- Any supported language can be the primary language for a primary model or the secondary language for a secondary model.
- Within a model group, you can't have two secondary models that use the same language.
For more information on the languages available in NLU, see NLU language support.
Implementing language grouping
- You can add a language to a primary model in the model's More options menu, which automatically creates a secondary language model with translation options. For more information on adding and translating a language, see Translate a multilingual model.
- You can access the instance model migration page directly by visiting <instance_name>.service-now.com/$nlu-studio.do#/model-migration. For more information on language grouping using this method, see Model language grouping.
Primary and secondary model interactions
To ensure consistency within a model group, the names of intents and entities in all secondary models are the same as the content in the primary model. New intents can only be created in a primary model. Creating an intent in a primary model adds the intent to all the secondary models within the model group, but without any utterances in them. New intents are inactive by default. New entities can also be created in secondary models for languages that support entities. Adding an entity in a primary model creates it across all secondary models within the model group, if valid.
When you add an intent to a primary model, the intent is added to all of its secondary models. Every intent in a secondary model is mapped to its corresponding intent in the primary model. The mapping of intents ensures that any application that uses these intents can access all the secondary intents through their corresponding primary intents.
When you delete an intent or entity in a primary model, its corresponding intents and entities are also deleted in its secondary models. Therefore, the secondary models follow the status of the primary model content. Although you can't delete intents in secondary models, you can deactivate them.
For more information on intent interactions, see Import primary model content to a secondary model.
You can't delete an entity created in a secondary model if it's a copy of a corresponding entity created in the primary model. However, you can add or delete an entity in a secondary model if it doesn't have a corresponding entity in the primary model.
Duplicating grouped models and model groups
Using the nlu_admin role, you can duplicate primary models, secondary models, and entire model groups. You can duplicate just the primary model or a set of secondary models from among the model group.
- If you duplicate a secondary model that's in a model group, the duplicated version becomes a separate primary model that is outside that model group.
- All intents are duplicated. The duplicated intent maintains the same Enabled status as the original intent.
- When duplicating a primary model, you can duplicate a set of secondary models, or all of the secondary models along with it. This action creates a model group comprised of duplicated versions with the respective original models marked as the source models.
- When duplicating a model group, you can choose an existing secondary model to be the primary model for the duplicated group.
- If you select a secondary model in an existing model group as a new primary model while duplicating the group, all the deactivated entities are enabled for the duplicated version of the secondary model. The secondary model becomes the primary model in the new duplicated model group.
- If you duplicate a primary model without any secondary model, the duplicated version becomes a separate primary model.
For more information, see Duplicate an NLU model.