Architecture and Localization for Multilingual Customer Service AI

A pivot-and-localize approach—reasoning in one language and localizing only at output—avoids translation drift and preserves knowledge consistency. Original messages must be retained for debugging, language detection should report mixed confidence, and responses require locale-specific formatting. Evaluation must include real-world code-switched inputs, native tone checks, and per-language refusal paths.

Summarised from the original article by an open-source model, then checked automatically: every number and English name must appear in the source. The original article is authoritative.