Using chatbots as an alternative to standart services for improving the efficiency of medium-sized enterprise

DOI: 10.31673/2412-9070.2025.011276

Abstract

The article explores the implementation of chatbots as an effective alternative to traditional software solutions for optimizing and automating internal processes in medium-sized enterprises. Particular attention is paid to analyzing the main challenges of existing solutions, such as high licensing costs, complexity of integration with corporate systems, and insufficient flexibility to adapt to specific business needs. The study highlights the advantages of chatbots, including their modularity, seamless integration capabilities through APIs with necessary systems, and accessibility for every employee on corporate platforms such as Microsoft Teams.
The primary goal is to develop flexible and scalable solutions that reduce costs and enhance operational efficiency. The technological aspects of chatbot development and implementation are analyzed, particularly their ability to integrate with various systems, such as databases, automate routine processes, and provide access to internal services through a unified interface. Special emphasis is placed on the economic justification: developing an in-house chatbot by internal specialists signifycantly reduces costs compared to ready-made solutions such as Jira Service Management. Moreover, it allows the company to maintain and dynamically adapt the product according to business needs and changes in the system infrastructure.
Practical results of the study demonstrate significant improvements in the performance of internal services. For instance, the automation of parking management now enables one-click reservations, proactive notifications in Microsoft Teams have reduced response times to queries, and a transparent request tracking system has optimized the workload of HR and IT departments. The chatbot not only simplifies task execution but also provides a foundation for further personalization of its functions and integration of new modules.
The research results emphasize the importance of business process automation for medium-sized enterprises, demonstrating the effectiveness of using chatbots as a key element of digital transformation. The adoption of custom solutions opens up new opportunities for businesses, allowing them to focus on strategic development and innovation.

Keywords: automation, chatbot, medium-sized enterprises, integration, cost-effectiveness, digital transformation.