An AI-Based Chatbot Framework for Intercultural Conflict Resolution in Online Communities

Abstract

The online social media facilitates easy communication between people from various cultures, but language varieties, emotional expression differences and cultural norms confusion could cause misunderstandings and conflicts. Conventional moderation practices have been oriented more towards elimination of toxic material than assistance in conversing with mutual respect. In this paper, we suggest a conceptual model of an AI-based chatbot mediator used to accommodate intercultural conflict resolution among online communities. Based on a qualitative and content analysis research method, 1,000 publicly accessible comments from social media sites such as Facebook, X (Twitter), and Instagram were collected to identify popular conflict initiators, emotions fed through during the conflicts and escalation strategies. Building upon these learnings, we propose a chatbot mediation model leveraging Natural Language Processing along with sentiment analysis to infer emotion-driven distress and suggest calm, empathetic and culturally appropriate responses. The framework proposed here brings attention to the capacity for AI to support healthier communication dynamics, mitigate conflict escalation and enhance intercultural understanding in digital spaces.