Integration of a ChatGPT-based chatbot to enhance administrative management at Inblen SA

Abstract

This research work presents the pilot development of integrating a ChatGPT-based chatbot as a facilitator to optimize administrative management processes at Inblen S.A. This initiative arose from the perceived lack of efficiency in administrative management processes related to information retrieval or search on web browsers for the execution or completion of certain tasks. The implementation of this chatbot aims to act as an optimizer for repetitive tasks. The integration unfolded in four phases: the initial diagnosis of Inblen S.A., training of employees in prompt engineering and chatbot usage, evaluation of the impact of integrating the ChatGPT-based chatbot, and analysis of challenges and obstacles arising from the implementation and adoption of the chatbot. Furthermore, a cross-analysis wasconducted between a checklist and a post-implementation interview to assess the impact of chatbot integration on the operational efficiency of administrative processes. The primary focus was on reducing the time required for task completion and addressing internal queries. Subsequently, it was confirmed that the ChatGPT-based chatbot had a positive impact not only on reducing time for task completion, achieving operational efficiency, but also on the comfort of employees. They now have a supportive tool that enables them to fulfill their responsibilities more practically and in less time. Similarly, challenges and obstacles were analyzed, as reported by employees. The integration of the chatbot was deemed successful with some improvement suggestions and challenges, notably highlighting that the quality of generated responses is contingent on the quality of the generated prompt.