Go Global 24/7 with a Multilingual AI Chatbot

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Go Global 24/7 with a Multilingual AI Chatbot

According to recent data, approximately 95% of customer interactions are expected to be AI-powered by 2025, and 17% of customers reported higher satisfaction after interacting with AI. For businesses navigating global operations and multilingual support, it is non-negotiable: AI must deliver value, not just novelty. In this case study, we highlight how FWF’s, part of AROBS Group, developed an AI-powered multilingual chatbot solution for a tax refund customer service center. The solution addressed substantial cost pressures, language complexity, and customer expectations — and delivered measurable business outcomes.

The Client

The client is a dedicated customer service centre handling tax refund queries for clients across multiple countries and languages. Their team fields high volumes of calls and emails, especially during peak periods, and supports users whose first language may not be English. The organization was experiencing increased operational costs driven by spiking query volumes, language overhead, and difficulty in scaling human-agent support during peak demand.

The Challenge

This service centre faced three interdependent challenges:

High volume, multilingual demand: calls and emails came in various languages, making it expensive and difficult to staff a multilingual team.
Peak-period cost spikes: During tax-refund high seasons, the centre’s operational cost rose sharply, due to overtime, agent hiring, and overtime premiums.
Service consistency and availability: Users expect instant responses in their native language. Meeting that expectation across all languages and time zones using purely human agents was impractical.

Left unsolved, these challenges threatened customer satisfaction, brand reputation, and cost-effectiveness, making the need for a scalable, multilingual, always-on, and urgent solution all the more pressing.

The Solution

AROBS implemented a solution based on the Microsoft Copilot Chatbot deployed on the public website, underpinned by Azure Translator Services and an organisation-specific knowledge base. The key components:

A chatbot interface accessible 24/7, where users can submit queries in any supported language.
Real-time translation using Azure Translator, enabling the chatbot to understand the input language and respond in that language.
A curated knowledge base that the chatbot uses to generate authoritative answers (in the domain of tax refunds).
A seamless user experience: the user writes their question in their language, the system translates and matches intent, retrieves an answer, translates back — the user gets immediate native-language support without manual intervention.

The Benefits

The results speak to both operational efficiency and customer experience:

Support is now available in over 125 languages, accessible around the clock, offering an expansive global footprint without the need for a proportional multilingual team.
The solution achieved a 42% inbound call deflection rate, meaning nearly half of voice calls were resolved via the chatbot instead.
The client realised labour savings equivalent to 10+ full-time employees (FTEs), reducing staffing costs and allowing human agents to focus on complex issues.
Beyond cost savings, freeing agents from routine multilingual enquiries improved agent productivity and morale.
With 24/7 multilingual coverage, customer satisfaction rose due to faster responses and language-matched support — a crucial differentiator in global service.
The scalable architecture ensures peak-period demand is handled seamlessly, avoiding overtime surge costs and recruitment bottlenecks.

Conclusion

Nowadays, global customers expect support in their own language, delivered instantly and reliably — and businesses must deliver. The FWF by AROBS multilingual AI chatbot demonstrates how the smart implementation of translation-enabled AI can transform language complexity into a competitive advantage.

Work with us to solve your multilingual service challenges and drive profit: assess your language-and-support pain points, deploy an always-on multilingual AI layer, and free your team for high-value work while reducing cost and increasing satisfaction. Let AROBS power your global customer support — scale efficiently, respond instantly, and stay ahead.