ServiceNow's conversational AI (NLU Workbench) supports chat and search. As customers expanded their reach to more countries, they struggled to scale their virtual agents to support multiple languages.

We saw an opportunity to build for this in July - October 2021. I led the end-to-end design for a self-serve translation workflow that made localization accurate and accessible. This new feature productized a workflow I identified by spinning up an internal research practice. In collaboration with cross-functional stakeholders, I defined and delivered the feature. As a result, our team secured a patent for the design and saw widespread adoption among Virtual Agent customers.