Chatbot in my company

Topic:

My Master Thesis investigates the implementation of chatbots in the RegTech company, IMTF. The thesis explores the potential benefits, the first entry point, and key success factors for a chatbot introduction within a RegTech company. The thesis is a framework for SMEs in the IT sector in Switzerland thinking about introducing a chatbot within their organization.

Relevance:

In the fast-paced world of regulatory technology, chatbots represent a transformative tool for enhancing customer support and internal processes. As organizations strive to improve efficiency and responsiveness, the integration of intelligent chatbots offers a way to automate routine tasks, reduce workload, and provide round-the-clock assistance, which is crucial for maintaining competitive advantage and compliance in the RegTech industry.

Results:

The study identifies customer support as the most promising area for initial chatbot implementation due to its potential to significantly enhance service delivery and efficiency. The findings suggest as benefits that chatbots can automate routine inquiries, increases productivity, and improve customer satisfaction by offering immediate responses. Key success factors include proper integration with existing systems, employee training, and phased deployment starting internally before scaling up.

Implications for Practitioners:

• Streamlined Operations: Automates routine tasks and responses, allowing staff to focus on complex issues.
• Enhanced Customer Support: Provides 24/7 assistance, reducing wait times and improving user satisfaction.
• Scalable Solutions: Can be adapted and extended to other departments after initial success in customer support.

Methods:

This thesis employs a qualitative research approach using semi-structured interviews with IMTF employees across various departments (mostly management). A comprehensive literature review completed the primary data, enabling a robust analysis of both the theoretical and practical aspects of a chatbot implementation. The study specifically focused on identifying the operational benefits and challenges of chatbots, the perfect entry point for a first chatbot implementation, and the critical factors for successful integration within a corporate setting. This study seeks to offer valuable recommendations for organizations (SMEs in the IT sector in Switzerland) considering the adoption of chatbot technology.