Prospects of business process management based on chatbots

Abstract

The relevance of the study is due to the growing need to use chatbots to optimize business processes. The purpose is to form a theoretical basis and practical tools for increasing the efficiency of using chatbots in business processes. The theoretical basis involves substantiating the theoretical foundations of forming a conditional chatbot profile for an optimization system. The practical toolkit includes chatbot components that depend on the complexity of tasks, the type of services, the specifics of customers, financial conditions, and other features of business processes. The result is the formation of a system profile of the chatbot, which would allow increasing the efficiency of its use in business processes. The key system components of the chatbot are substantiated: the technologies used, types of users, optimal areas of application, application algorithms, basic tools, and limitations in application. By varying the parameters of system components, one can choose their optimal values to increase the efficiency of using chatbots in business processes. It is advisable to use the specified system in business processes when determining the demand for products and their sales. The use of chatbots allows to reduce the time to complete business processes, personnel costs, and resources related to their implementation. AcknowledgmentThe paper was prepared in the framework of the research projects “Fundamental grounds for Ukraine’s transition to a digital economy based on the implementation of Industries 3.0; 4.0; 5.0” (No. 0124U000576) and “Digital transformations to ensure civil protection and post-war economic recovery in the face of environmental and social challenges” (No. 0124U000549).

Keywords

• artificial intelligence
• automation
• communication
• imitation
• learning
• personalization