لخّصلي

This study examines how Pega chatbots use Artificial Intelligence (AI) and Natural Language Processing (NLP) to enhance customer service through digital messaging platforms.The proposed project, ConnectHub: Your AI-Driven Customer Interaction Portal, builds on these strengths by developing a web-based bilingual chatbot tailored for Arabic- and English-speaking users in Oman, offering an affordable, localized, and culturally adaptive solution for small and medium enterprises (SMEs).

This study examines how Pega chatbots use Artificial Intelligence (AI) and Natural Language Processing (NLP) to enhance customer service through digital messaging platforms. It highlights the system’s multi-channel communication capabilities—covering web chat, WhatsApp, and social media—and its ability to automate customer inquiries efficiently. The research emphasizes the benefits of AI-driven chatbots, such as reduced human workload, faster response times, and consistent customer experiences across platforms. Future directions include improving conversational naturalness, expanding multilingual capabilities, and integrating emotional intelligence into chatbot interactions. However, the system remains focused on enterprise-level applications and English-speaking users. The proposed project, ConnectHub: Your AI-Driven Customer Interaction Portal, builds on these strengths by developing a web-based bilingual chatbot tailored for Arabic- and English-speaking users in Oman, offering an affordable, localized, and culturally adaptive solution for small and medium enterprises (SMEs).