employee from 01.01.2021 until now
Samara, Samara, Russian Federation
student from 01.01.2024 to 01.01.2026
The introduction of network and cross-network digital ecosystems into the business environment leads to the emergence of new management tasks, primarily related to the need to reduce the time required for decision-making and implementation while maintaining the quality of business processes. The purpose of this study is to explore the possibilities of optimizing network interactions within an ecosystem based on a hybrid intelligent system for analyzing and processing customer requests. A hybrid artificial intelligence model in the format of a chatbot has been developed, which automatically provides an answer from the database for typical requests, generates its own answers to more complex questions, and if it is not possible to provide a confident answer or if a complex scenario is identified, it correctly translates the dialogue to a technical support operator while preserving the context of the request. As a result of using the proposed architecture: the average processing time of one theoretical technical question decreased by three times, and the percentage of successfully solved bot appeals was 90 percent. In addition, there is an increase in the average number of simultaneously processed appeals and a decrease in the first reaction time.
chatbot, artificial intelligence, consultation, efficiency, business process, customer support
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