---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Language detection

# Language detection {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

The language detection feature uses a pre-trained model to detect the language used to
create customer service cases. You can configure the model to add the language to the
Language field on the case record and/or add the language as a skill
for the case.

Agents can save time by not having to manually select the language for each case or rely on
a manual process for case routing. You can use the language skill stored in the Task Skills
table to route cases to the assignment groups and agents with the necessary language
skills.  
* Cases can be routed automatically with [Advanced Work Assignment
  (AWA)](https://www.servicenow.com/docs/access?context=awa-overview&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).
* Cases can be assigned to agents based on language skills using the [assignment workbench](https://servicenow-prod.fluidtopics.net/OsFElWo2MrXyehJw_fp24w "The assignment workbench enables customer service managers to assign tasks to agents efficiently and intelligently. The workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.").
* Cases can be assigned based on the value in the Language field.
{#case-language-detection__ul_d15_hsp_f5b}  
Note:  
Routing based on detected language must be configured separately.

The language detection feature supports 20 different languages. For details, see [Languages supported by Task Intelligence](https://www.servicenow.com/docs/access?context=languages-supported-by-language-detection&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US).

## Language detection flow {#case-language-detection__section_tjj_1fl_d5b}

Detecting the language used to create a case is based on a flow, Task Intelligence Case Language Detected, which is available with the Task Intelligence for Customer Service application. This flow is triggered at case creation with the condition that at least one of these case fields is not empty:

* Short description
* Description
{#case-language-detection__ul_s2y_ffl_d5b}

When a case is created, the system calls the Detect Language action in the [Dynamic Translation spoke](https://www.servicenow.com/docs/access?context=dynamic-translation-spoke&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US) which evaluates the text and returns
the detected language.

If the returned language confidence is above the defined confidence threshold, the system
performs a check to see if the language exists in the Languages \[sys_language\] table. It
performs this check by matching the language code to the value in the ID field.  
If the language exists in the Languages table, the system does the following, depending on the language detection model configuration:

* Adds the language to the Language field in the Case table.
* Stores the prediction results in the Predictor Results for Task table \[ml_predictor_results_task\].
* Stores the language skill in the Task Skills table \[task_m2m_skill\].

{#case-language-detection__ul_u2j_pyq_fvb}For more information, see [Create a model to detect case language](https://servicenow-prod.fluidtopics.net/YsBr8suuFVCuoGV0HGGcXw "Edit and test the pre-trained model to detect the language used to create customer service cases.").

## Prediction results {#case-language-detection__section_mqh_tdt_d1c}

The system stores feedback on prediction results in the Predictor Result \[ml_predictor_results\] table. Users with the ml_admin role can access the table and view the results.

For language detection, the Predictor Result table stores the prediction results from the Language Detection Service spoke. The Detected Language field stores the language returned by the
Language Detection Services spoke.

The Predictor Result table also stores information about skipped and failed predictions. For more information about this table, see [Components installed with Task Intelligence for Customer Service](https://servicenow-prod.fluidtopics.net/iHwRZhMT~aKvSvgb7C5TZw "Several types of components are installed with the Task Intelligence for Customer Service application, including tables, roles, properties, flows, and scheduled jobs.").
**Related concepts**   

* [Configure language detection](https://servicenow-prod.fluidtopics.net/KJYTg748UdvHy_WHPZdn1g "Activate the required plugins and flows to use the language detection feature.")
* [Task Intelligence Admin Console](https://servicenow-prod.fluidtopics.net/pYS8Y8i68iZDxM8kY7qgmA "Use the Task Intelligence Admin Console to create, train, and deploy machine learning models that predict different types of information for case and interaction records.")
* [Create a model to detect case language](https://servicenow-prod.fluidtopics.net/YsBr8suuFVCuoGV0HGGcXw "Edit and test the pre-trained model to detect the language used to create customer service cases.")