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A Step Towards the Use of Chatbots to Support the Enterprise Decision-Making Processes

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Trends and Applications in Information Systems and Technologies (WorldCIST 2021)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1368))

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Abstract

Chatbots are informatics applications that use Artificial Intelligence and natural language interfaces to simulate interactions with the end-user, providing a pleasant user experience. Generally, chatbots are related to customer service, trying either to answer the frequently asked questions that do not need direct human interaction or to generate leads to the after-client follow-up and contact. Chatbots represent a potential change in the way that people interact with information and online services. This article addresses the creation of a chatbot capable of generating insights for a manager on the decision-making process and the advantages that it represents. In order to create the referred chatbot, it is crucial to deal with multiple API’s interconnected, external services, and numerous databases from the organizations, always focused on the improvement of the business process like the time optimization and the quality of the information retrieved, and the user experience related to them. Further system analysis shows a time saving of approximately 60% compared to the traditional way to access the information.

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Acknowledgments

This work has been supported by FCT – Fundaçã para a Ciência e Tecnologia within the R&D Units Project Scope: UIDB/00319/2020. This project was also supported by IOTech - Innovation on Technology trough an internal scholarship.

Author information

Authors and Affiliations

  1. Universidade do Minho, Guimarães, Portugal

    Diogo Ferreira

  2. Algoritmi Research Centre, University of Minho, Braga, Portugal

    Filipe Portela & Manuel Filipe Santos

  3. IOTech - Innovation on Technology, Trofa, Portugal

    Filipe Portela

Authors
  1. Diogo Ferreira
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  2. Filipe Portela
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  3. Manuel Filipe Santos
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Corresponding author

Correspondence to Filipe Portela .

Editor information

Editors and Affiliations

  1. ISEG, University of Lisbon, Lisbon, Portugal

    Álvaro Rocha

  2. College of Engineering, The Ohio State University, Columbus, OH, USA

    Hojjat Adeli

  3. Institute of Data Science and Digital Technologies, Vilnius University, Vilnius, Lithuania

    Gintautas Dzemyda

  4. DCT, Universidade Portucalense, Porto, Portugal

    Fernando Moreira

  5. Department of Information Sciences, University of Sheffield, Lisbon, Portugal

    Ana Maria Ramalho Correia

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Ferreira, D., Portela, F., Santos, M.F. (2021). A Step Towards the Use of Chatbots to Support the Enterprise Decision-Making Processes. In: Rocha, Á., Adeli, H., Dzemyda, G., Moreira, F., Ramalho Correia, A.M. (eds) Trends and Applications in Information Systems and Technologies. WorldCIST 2021. Advances in Intelligent Systems and Computing, vol 1368. Springer, Cham. https://doi.org/10.1007/978-3-030-72654-6_30

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