The Ocelot Chatbot currently supports three languages other than English; Spanish, Chinese (Simplified) and Vietnamese

This article answers common questions related to how the chatbot works for users who engage with the bot in one of these supported languages.



How can a chatbot participant engage with the bot in another language?

If a chatbot user asks the chatbot a question in one of our supported languages then the chatbot will automatically respond in that language and the welcome message text for the bot will retroactively change to the language of the question asker. 



A chatbot conversation can also be manually switched to another language by using the globe icon at the top right-hand side of the conversation pane.


*Note: The chatbot will respond in the supported language of the first question asked. If a chatbot user begins the conversation in English and then switches to another language the chatbot will not understand. In order to change languages in the middle of a conversation the user would have to use the globe icon or click on the three vertical dots to delete the conversation and start again in a different language.


Viewing Multilingual Interactions and Transcripts

If a chatbot participant engages with the chatbot in another language that interaction will be visible in that language on the interactions page. However, when you open the conversation by selecting the "View Interaction" button on the left-hand side the transcript will display in English. Similarly, when you download a transcript containing a conversation in another language the transcript will appear in English.




Do I have to add new content to my chatbot in multiple languages?

No, new content will automatically be translated into the languages your chatbot has enabled.


I asked my chatbot a question in another language but the response is in English.

First, confirm that your question was asked in one of the languages supported by the chatbot; Spanish, Chinese (Simplified) or Vietnamese. Next, if these languages are not working in your chatbot please contact your Client Success Manager to confirm that multilingual capabilities have been enabled for your bot. 


What is your language translation methodology?

Ocelot’s proprietary language algorithms score 52 (Spanish), 54 (Simplified Chinese), and 50.4 (Vietnamese) on the BiLingual Evaluation Understudy (BLEU} evaluation rating. According to BLEU, scores of 50 - 60 mean that the translation is very high quality and fluent. Ocelot only pushes languages live once they score over 50. By comparison, automated translation services used by other chatbot providers (e.g. Google or Microsoft Translate) score in the 20s. Ocelot only pushes languages live once they score over 50, which enables institutions to create deeper access and equity for students and families, regardless of which language they speak. We have trained our AI with terminology consistent with the US Department of Education’s vocabulary so that when it comes to important topics like paying for and attending college, students and families can be confident that the information they receive from our chatbots is accurate and accessible.  


Once initiated, language translation is instantaneous and not a separate knowledge base to maintain. If you are interested in adding an additional language, please contact your Client Success Manager.