Intensification of the processes of consulting and training of personnel based on a chatbot in the context of digital transformation of business processes in enterprises

The relevance of the research is determined by the need to improve the efficiency of enterprises through the introduction of innovative technologies, including in internal business processes. In addition, the complexity of the information systems used in the digital transformation of business processes in enterprises is noted. As a result, the requirements for staff consultations and training are increasing. The purpose of the study is to intensify the processes of processing questions and staff training. The main advantages of using chatbots for internal customer support are considered. The features of the business processes of applying this solution when a question is submitted to the support system are studied. The effectiveness of using chatbots based on selected KPIs was analyzed: the time for processing typical tasks decreased by 79.1%; the number of processed requests increased by 70%; the response time to a request decreased by 50%. In conclusion, recommendations on the use of chatbots are offered.