We use Fin’s multilingual workflows to support users in several languages, including languages our team doesn’t speak. This works very well during the conversation, but creates a significant gap when a conversation is handed over from Fin to our team.
Currently, Fin’s AI-generated conversation summary is provided in the user’s original language. This means an English-speaking teammate working in an English-language workspace could receive a handover summary entirely in Japanese. In these cases, the summary cannot fulfill its intended purpose: helping the teammate quickly understand the conversation and take over effectively.
This is particularly noticeable because Fin already allows our team to view the conversation itself in our workspace language, regardless of the language used between Fin and the user. We’d like the AI summary to work in the same way.
Ideally, AI summaries should be generated or made available in the workspace language, rather than only in the user’s original language. This would make multilingual Fin workflows much more effective for global support teams and ensure the value of AI summaries carries through from automated support to human handover.