Fluent Access or Reliable Access? Artificial Intelligence, Multilingual Customer Communication, and the Politics of Understanding

Abstract

While AI enables public and private organizations to translate, simplify, and tailor messages for multilingual audiences at scale, the social, cognitive, and governance implications of AI-assisted language transformation remain under-theorized. Grounded in AI-mediated communication (AI-MC), organizational language, trust theory, and responsible governance frameworks, this article argues that superficial linguistic fluency alone does not confer institutional value. The research distinguish between Fluent Access (smooth, natural, and readable text) and Reliable Access (communication that preserves meaning, supports proper action, conveys respect, and remains rooted in human oversight). We demonstrate that unmediated AI translation creates an "Overconfidence Gap" (+32.3 percentage points), where users express high confidence despite misunderstanding unclear obligations. Crucially, integrating plain-language source texts, competent bilingual review, and accessible human intervention pathways closes this confidence gap and establishes enduring institutional trust.