The Role of Multilingual Chatbot Support in Enhancing Customer Satisfaction: A Case Study of a Selected E-Commerce Platform

Ansar Mussakhitov

Bakalářská práce

Abstract:

This thesis looks at how the Alza.cz chatbot helps customers and how happy people are with it, especially when it comes to using different languages. The main goal was to see if the "Alzee" chatbot is a truly helpful and reliable tool for shoppers. To find this out, I tested the chatbot myself in various scenarios and also surveyed 68 users about their real-life experiences. The results show that while the bot is fast and efficient for simple tasks, it still struggles with more complex questions and English-language support. At the end of the work, I provide practical suggestions on how to make the chatbot smarter and more inclusive for international customers.

Keywords

Multilingual chatbot, Customer satisfaction, Language accessibility, User experience, Artificial intelligence, Machine learning

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 16. 3. 2026

Obhajoba závěrečné práce

• Vedoucí: Mgr. Kristýna Dobiášová
• Oponent: Martina Jarkovská, PhDr.

Česká zemědělská univerzita v Praze

Provozně ekonomická fakulta

Bakalářský studijní program:
Informatics