BanglAssist: A Bengali-English Generative AI Chatbot for Code-Switching and Dialect-Handling in Customer Service

Abstract: In recent years, LLMs have demonstrated exponential improvements that promise transformative opportunities across various industries. Their ability to generate human-like text and ensure continuous availability facilitates the creation of interactive service chatbots aimed at enhancing customer experience and streamlining enterprise operations. Despite their potential, LLMs face critical challenges, such as a susceptibility to hallucinations and difficulties handling complex linguistic scenarios, notably code switching and dialectal variations. To address these challenges, this paper describes the design of a multilingual chatbot for Bengali-English customer service interactions utilizing retrieval-augmented generation (RAG) and targeted prompt engineering. This research provides valuable insights for the human-computer interaction (HCI) community, emphasizing the importance of designing systems that accommodate linguistic diversity to benefit both customers and businesses. By addressing the intersection of generative AI and cultural heterogeneity, this late-breaking work inspires future innovations in multilingual and multicultural HCI.