A Scalable, Multilingual and Emotion-Aware NLP Framework for Intelligent and Secure Automated Customer Support Systems

Ramakrishna Kosuri, K. Prabakar, M. Elakkiya, R. Prabha, V. Sukash, A. A. Nagamani

2025

Abstract

With the advent of digital communication, the proliferation of customer support becomes insatiable. We herein develop an emotion-aware, scalable, multilingual natural language processing (NLP) solution for automatised reactivity of customer service user interactions. The system combines cutting-edge transformer models, sentiment tracking, and culture sensitivity layers in order to provide personalized and emotionally intelligent responses in a number of platform, such as voice and text interfaces. It exploits transfer learning and online KB update for adaptation with strong guarantees of data privacy and scalable solutions with cloud-based implementation. They conduct an extensive evaluation with real-world dataset including accuracy as well as customer satisfaction with retention and resolution efficiency. The model is also smart to have escalation built in for if humans need to step in. The findings show significant enhancements in user satisfaction, operational efficacy, and long-term ability to adapt over traditional customer support technology.

Paper Citation

in Harvard Style

Kosuri R., Prabakar K., Elakkiya M., Prabha R., Sukash V. and Nagamani A. (2025). A Scalable, Multilingual and Emotion-Aware NLP Framework for Intelligent and Secure Automated Customer Support Systems. In Proceedings of the 1st International Conference on Research and Development in Information, Communication, and Computing Technologies - Volume 1: ICRDICCT`25; ISBN 978-989-758-777-1, SciTePress, pages 301-308. DOI: 10.5220/0013863000004919

in Bibtex Style

@conference{icrdicct`2525,
author={Ramakrishna Kosuri and K. Prabakar and M. Elakkiya and R. Prabha and V. Sukash and A. A. Nagamani},
title={A Scalable, Multilingual and Emotion-Aware NLP Framework for Intelligent and Secure Automated Customer Support Systems},
booktitle={Proceedings of the 1st International Conference on Research and Development in Information, Communication, and Computing Technologies - Volume 1: ICRDICCT`25},
year={2025},
pages={301-308},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0013863000004919},
isbn={978-989-758-777-1},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 1st International Conference on Research and Development in Information, Communication, and Computing Technologies - Volume 1: ICRDICCT`25
TI - A Scalable, Multilingual and Emotion-Aware NLP Framework for Intelligent and Secure Automated Customer Support Systems
SN - 978-989-758-777-1
AU - Kosuri R.
AU - Prabakar K.
AU - Elakkiya M.
AU - Prabha R.
AU - Sukash V.
AU - Nagamani A.
PY - 2025
SP - 301
EP - 308
DO - 10.5220/0013863000004919
PB - SciTePress