Intelligent Automation for SMEs Through Generative AI-Based Chatbots
Keywords:
Artificial intelligence, Chatbots, SMEs, Digital transformation, Digital skillsAbstract
This article presents the development and implementation of ORBE, a generative artificial intelligence–based chatbot designed to optimize customer service processes and reduce operational costs in small and medium-sized enterprises (SMEs). The study is framed within the growing need to strengthen digital competencies in productive sectors, where technology adoption constitutes a formative process essential for digital transformation. A quantitative exploratory design was applied, using controlled user tests and comparative analyses of response times and operational loads. Results show a significant reduction in repetitive tasks, improved information management, and greater efficiency in customer interactions. Additionally, an organizational learning process was identified, reflected in staff adaptation to the chatbot’s workflows. The study provides evidence of the potential of generative AI as a support tool for technological training and digital adoption in SMEs.
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