Your customer is asking a question, not choosing a language setting
“Delivery to Cairo بكام?” is a normal buying question for many stores. Replying with a long formal paragraph may be correct in grammar and still feel wrong for the conversation. The useful answer gives the delivery information, asks for the missing area if needed and uses a tone the customer can follow.
An Arabic customer service chatbot needs more than a translated greeting. Product names, sizes, currencies, place names and everyday wording matter. In AnswerAct you build your own agent, add your business data and set its instructions, languages and dialect. Test it with the language mix your actual customers use.
Arabic and English are the examples in this guide, not the limits of your agents. You can configure other customer-facing languages and dialects; the dashboard itself is available in Arabic and English. Test the selected model in each language you need, because models do not handle every language or dialect equally well.
Write a short voice brief
Specify the language choice, reply length and level of formality. For example: “Use the customer's language. Keep a product answer to a few useful sentences. Keep product names as written in the catalogue. Ask one question when you need a missing detail. Use a friendly, straightforward tone.” Then include a good Arabic reply and a good English reply that say the same thing.
Avoid a list of personality words with no examples. “Professional, warm, engaging and empathetic” can produce very different responses. Show what your team would actually say when an item is unavailable, a delivery area needs checking or a customer changes their mind. Those examples are easier to test and revise.
Keep facts stable across both languages
A friendly Arabic reply and a polished English reply should quote the same price, delivery condition and return rule. Store the underlying facts once in the appropriate source wherever your setup permits it. If you keep separate language records, update them together when the business changes a policy.
Use an agreed spelling for branch names and common product aliases so the agent can connect “the navy bag” to the right item. Distinguish a currency symbol from an amount, and give delivery ranges only when they match your actual terms. Natural language is useful when it makes the answer clearer; it should not change the offer.
Use a bilingual test set
Choose ten real question types and write an Arabic, English and mixed-language version of each. Include delivery, product comparison, availability, order details and a complaint. For every answer, check four things: did it address the question, use the right facts, sound understandable and suggest the right next step?
For example, compare “Can this arrive before Thursday?” with “ينفع يوصل قبل الخميس؟”. If the delivery time depends on the city, both replies should ask about the city instead of promising a date. Try spelling mistakes and short follow-up messages too. Keep the same questions when comparing models so that you are comparing results rather than impressions.
Give difficult conversations a clear next step
When a customer is upset, adding more friendly words may make the reply feel less helpful. Tell the agent what your team needs to follow up and when to pause. A useful response acknowledges the issue, collects the necessary reference if your process uses one and explains what will happen next. Do not invent a refund approval or a response deadline the team has not agreed to.
Configure the available email or Telegram notification and test it with a sample case. Review which questions repeatedly need a person; sometimes the right improvement is adding one missing policy, and sometimes that conversation should remain with the team. Begin with a narrow set of replies your business can stand behind, then expand it.