Prospects of business process management based on chatbots


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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.

The 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).

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    • Figure 1. System of the variability of chatbot components
    • Figure 2. Implementation of chatbot technology by companies depending on their size
    • Figure 3. Integration of chatbot functions in business areas
    • Figure 4. Evaluation of the characteristics of chatbots by the level of complexity and functionality
    • Figure 5. Algorithm for implementing a chatbot in business
    • Figure 6. Customer service issues
    • Figure 7. Global chatbot market size forecast 2024–2032
    • Table 1. Evolutionary milestones for the use of chatbots
    • Table 2. Optimal areas of application of chatbots
    • Table 3. Key characteristics of chatbots by level of complexity
    • Table 4. Discussion issues of chatbot use in business processes.
    • Table 5. Evolution of chatbots based on artificial intelligence for 2023
    • Conceptualization
      Leonid Melnyk, Yuliia Rozghon
    • Formal Analysis
      Leonid Melnyk, Lyudmila Kalinichenko, Yuliia Rozghon, Oleksandr Derykolenko
    • Investigation
      Leonid Melnyk, Lyudmila Kalinichenko, Yuliia Rozghon
    • Methodology
      Leonid Melnyk, Oleg Tulyakov
    • Validation
      Leonid Melnyk, Oleksandr Derykolenko
    • Writing – original draft
      Leonid Melnyk, Lyudmila Kalinichenko, Yuliia Rozghon
    • Writing – review & editing
      Leonid Melnyk, Lyudmila Kalinichenko, Yuliia Rozghon, Oleksandr Derykolenko, Oksana Kovtun, Oleg Tulyakov
    • Data curation
      Lyudmila Kalinichenko, Oleksandr Derykolenko
    • Software
      Yuliia Rozghon, Oleksandr Derykolenko
    • Funding acquisition
      Oleksandr Derykolenko
    • Project administration
      Oleksandr Derykolenko
    • Resources
      Oleksandr Derykolenko, Oksana Kovtun, Oleg Tulyakov
    • Visualization
      Oksana Kovtun