Automated Text Generation and Response Systems for Multi-Cultural Restaurant Review Management: A Machine Learning Approach to Customer Engagement Optimization

  • Authors

    • Cihan Yilmaz Department of Tourism and Hotel Management, Doğuş University, Istanbul, Türkiye
    • Yavuz Selim Balcioglu Department of Management Information Systems, Doğuş University, Istanbul, Türkiye https://orcid.org/0000-0001-7138-2972
    https://doi.org/10.14419/xh7kv106

    Received date: August 23, 2025

    Accepted date: September 28, 2025

    Published date: October 26, 2025

  • Automated Text Generation, Multicultural Customer Service, Restaurant Review Management, Cultural Adaptation, Machine Learning

  • Abstract

    This study investigates the effectiveness of automated text generation and response systems in optimizing customer engagement for multicultural restaurant review management. The research addresses the critical challenge of managing online reviews across diverse cultural contexts while maintaining operational efficiency and cultural sensitivity. Using a comprehensive dataset of 1,502 customer reviews from restaurants across seven countries, including France, Italy, Poland, India, Russia, Morocco, and Cuba, this study implements a transformer-based machine learning architecture with culturally adaptive response generation capabilities. The methodology employs multi-stage training combining general language model pre-training with domain-specific fine-tuning, incorporating reinforcement learning techniques optimized for customer satisfaction metrics. The system integrates predictive content generation components designed to proactively address recurring service issues before they escalate to formal complaints. Results demonstrate substantial operational improvements, achieving a 95.1% reduction in response processing time while maintaining customer satisfaction scores within 4.7% of human-generated responses. The cultural adaptation mechanisms proved highly effective, achieving cultural appropriateness scores above 8.2 across all geographic regions, with customer engagement rates ranging from 77.2% to 85.1%. The predictive content generation component successfully reduced recurring complaint themes by up to 40.1% for service speed issues, with systematic improvements documented across all major complaint categories. Cost analysis reveals a 98.8% reduction in operational expenses per response while improving response coverage from 67.3% to 98.7%. The study provides empirical evidence that strategically implemented automated response systems can effectively balance operational efficiency with cultural sensitivity, offering scalable solutions for multicultural hospitality operations. These findings contribute to the growing understanding of artificial intelligence applications in cross-cultural customer service while demonstrating practical frameworks for technology implementation in international restaurant operations.

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  • How to Cite

    Yilmaz , C. ., & Balcioglu , Y. S. . (2025). Automated Text Generation and Response Systems for Multi-Cultural Restaurant Review Management: A Machine Learning Approach to Customer Engagement Optimization. International Journal of Basic and Applied Sciences, 14(6), 532-544. https://doi.org/10.14419/xh7kv106