Conversational Agent complains it can't speak English (nobody asked it)

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1

My agent is deployed in the global region and its default language is Italian.
I use the Conversational Phone Gateway (bound to a US number) to test it via Viber (previously Skype).

When I call, the agent answers (in Italian), that it cannot speak English and offers to translate the conversation in Italian.

Is there a way of fixing this?

2

Hi @LoreBiga ,

Welcome to Google Cloud Community!

The Dialogflow CX agent is defaulting to Italian because that’s the primary language setting. However, since you’re using the Conversational Phone Gateway with a US number, it may be expecting English as the default language. Here are a few steps to check and try to resolve the issue:

1. Check Language Settings in Dialogflow CX:

  • Go to Agent Settings in the Dialogflow CX console.
  • Navigate to the Languages tab and ensure English is added as a supported language.
  • If English is missing, add it and configure language-specific responses.

2. Modify the Conversational Phone Gateway Settings:

  • The Phone Gateway might be detecting the caller’s language preference incorrectly.
  • Try explicitly setting the default language for the gateway to English.

3. Use Language Detection in the Agent:

  • You can implement language detection in your agent’s flow.
  • If the caller speaks English, transition to an English-speaking flow instead of offering translation.

4. Check Viber/Skype Language Settings:

  • Some platforms, such as Viber or Skype, may send metadata indicating the caller’s language preference, so make sure your Viber settings aren’t overriding the expected language.

Here are some useful resources to guide you in configuration Dialogflow CX, troubleshooting the Conversational Phone Gateway, and properly setting up multilingual support.

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