Enhancing Service Management in Industry 4.0: The Role of AI-Powered Chatbots
Asraa Mohammed Albeshr, Fady S.K. Alnajjar, Hassan Abdulmouti, Omar Mubin · 2024
In the era of Industry 4.0, where digital transformation is crucial, developing advanced chatbot system becomes essential to revolutionize service management and bolstering business continuity. By leveraging Artificial Intelligence (AI) within such industrial frameworks, smartchatbots promise to streamline operations, ensure seamless customer interactions, and drive efficiency, thereby fortifying businesses in today's competitive landscape. This study presents an adaptable smart chatbot model designed to mimic and absorb the expertise of technical officers within a factory setting, responding to employee technical queries. This approach aims to alleviate the burden on technical personnel while enhancing response efficiency. Unlike traditional systems, this adaptive model benefits from continuous learning capabilities, enabling it to refine its responses over time based on new interactions and corrections made by technical officers. Furthermore, the chatbot's 24/7 availability and the collaborative feedback mechanism for evaluating its responses ensure that it not only meets but exceeds user expectations. Through detailed analysis and empirical evidence, we demonstrate how this chatbot significantly enhances work quality and operational continuity, setting a new benchmark for digital service management in the context of Industry 4.0. The results from conducting surveys among the technical officers regarding the chatbot's usefulness were overwhelmingly positive. All participants expressed high satisfaction, confirming that the implementation of such a smart chatbot model significantly reduces their load and enhances the user experience.