3707434 - Supported Languages for AI & ML Features in Cases - SAP Service Cloud Version 2

• You require clarification on the supported languages for AI and Machine Learning (ML) features in SAP Service Cloud Version 2.
• Specifically, you want to understand the difference between the User Interface (UI) log-in languages and the languages supported by specialized intelligent functionalities like Case Summarization, Topic Analyzer, and Similar Case Recommender.
• Furthermore, you need to know how the system behaves for global users when their specific language is not natively supported by these AI models.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0 

• There is a technical distinction between Globalization (UI translation) and Machine Learning Model Support.
• While the UI is translated into over 30 languages for navigation, AI models require specific linguistic training to maintain accuracy. Therefore, the list of supported languages for AI features is a subset of the total UI languages. 

As of the authoring of this KBA, the following table summarizes the language support for key AI and ML features in SAP Service Cloud Version 2: 

User Experience for Unsupported Languages
If an agent interacts with a case in a language not listed for a specific AI feature, the system will behave as follows:

• Empty Fields: For features like Topic Analyzer or Similar Case Recommender, if the language is not supported, the corresponding side-panels or fields will appear empty or display a "No data found" message.
• Default to English: For Case Summarization, the AI will still attempt to summarize the interaction but the resulting summary text will be in English.
• Manual Fallback: In these scenarios, agents should use the Machine Translation feature. An agent can click the translation icon within a case or summary to translate the text from English (or the customer's language) into their own logged-in language.

• SAP Help Portal: Case Topic Analyzer Setup
• SAP Help Portal: Similar Case Recommendation
• SAP Help Portal: Case Summarization

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