Apollo struggles to respond in Spanish

Community Discussion AI Assist
1

Apollo is recognizing the users preferred language is Spanish and responds to their question in Spanish, but it only responds with the generic “I don’t know the answer to that, Do you want to talk to a person” instead of the actual answer to their question. Is there a setting that I am missing in the Knowledge Base or somewhere else so Apollo can use the regular data that I have?

Thanks,
Kevin

2

Hi Kevin.S,

Apollo should still be able to answer in Spanish using the same Knowledge Base content, even if the articles are written in English. There is no separate setting required specifically for multilingual responses.

What usually causes the “I don’t know the answer to that” response is one of the following:

  • The Knowledge Base content does not contain enough matching context for the question
  • The answer confidence threshold is too strict
  • The question wording in Spanish is not closely matching the KB content
  • AI Assist/Apollo is not enabled to use all knowledge sources
  • The article may not be published or assigned correctly

Please check the following:

  1. Make sure the Knowledge Base articles are Published and assigned to the correct property.
  2. Verify that Apollo AI Assist is enabled for that property.
  3. Try adding a few Spanish phrases or keywords into the article itself to improve matching.
  4. Review the AI Assist settings and reduce strictness/confidence settings if available.
  5. Test with a very direct question that closely matches the KB wording.

Apollo can respond in Spanish even with English KB data, but adding multilingual keywords usually improves retrieval accuracy significantly.

Regards,

3

I too have a similar issue with Spanish translation, to the point where I had to literally duplicate all knowledge natively in Spanish for the AI to actually understand both that and English. It seems the built in translation for Apollo isn’t very good.