MULTILINGUAL CHATBOTS IN CUSTOMER SERVICE: A COMPUTATIONAL LINGUISTICS AND INFORMATION SYSTEMS STUDY

Abstract

. As global markets expand, the demand for intelligent, language-inclusive customer service solutions has surged. Multilingual chatbots, empowered by computational linguistics and advanced information systems, have emerged as vital tools in delivering consistent, context-aware, and culturally sensitive support. This study explores the integration of natural language processing (NLP), machine translation, and dialogue systems within customer service chatbots. It evaluates language coverage, semantic accuracy, response latency, and user satisfaction in multilingual interactions. The paper presents case studies across telecom, banking, and e-commerce sectors in Pakistan, providing a regional perspective on chatbot deployment. Empirical findings highlight linguistic challenges, technological bottlenecks, and future potentials in multilingual customer service automation.