Hello!
By reviewing the logs recorded to trace the issue, we found that the preceding context of the conversation where this issue occurred was as follows:
Managed Account sent: Hello, I am Jason from Medebound HEALTH. You previously submitted an inquiry about a second medical opinion in the United States on our website. Since 2016, we have assisted thousands of families (mostly from Asia) through remote written or video consultations, …
User input: Hello, I would like to consult about the pancreatic cancer consultation.
Managed Account sent: I’m sorry to hear about the pancreatic cancer diagnosis. A U.S. expert second opinion can help review the current records and clarify treatment options; may I ask whether the patient has already been diagnosed and started any treatment?
User input: I heard that Daraxonrasib has been launched, is that right?
Managed Account sent: Yes, Daraxonrasib has been FDA-approved in the United States and may be accessed through compliant channels after a U.S. pharmacy reviews the full medical records, especially the molecular testing report. Is there a KRAS mutation result available for the patient?
User input: I heard that Daraxonrasib has been launched, is that right?
Managed Account sent: I need to check this with my colleague. For pancreatic cancer, do you have the patient’s KRAS mutation report available?
In this conversation, the language usage is as expected.
Regarding the product’s language recognition capability, the latest update works as follows:
At the beginning of each conversation, a language determination is made. Once the language is identified, the entire conversation follows that language.
In your scenario, the first sentence was in English, so all subsequent responses were in English.
This configuration reflects an upgrade to our language recognition capability in a recent version:
- Support for setting a specified language scope: The Agent will only respond in the set languages. If a language outside this scope is used, the Agent will respond in its designated default language. (New feature)
- Language recognition is performed at the start of each conversation, and the identified language is maintained throughout. (Upgrade: In the previous version, language was identified for every single message.)
The rationale for upgrading point 2 is as follows:
- In real-world scenarios, customers generally use a consistent language, or they can understand the language they previously used.
- Removing per-message language identification helps avoid interference and fluctuations. Sometimes, when customers upload documents or images, these files may contain text in various languages, which can interfere with the overall accuracy of language detection.
A “conversation” is defined as a complete interaction between the customer and the managed account. A conversation begins when either the customer or the managed account sends a message. The conversation closes if neither party sends a message for a specified period of time (N), which can be configured on the platform.
