Application of chatbot technology for enhancing knowledge management and ISO standards compliance

Abstract

Knowledge management is a key success factor for modern organizations, especially in environments that require a high degree of compliance with internal and external standards. This paper explores the use of chatbot technology as a tool for improving the availability and distribution of organizational knowledge, aiming to enhance process efficiency and compliance. The focus is on digital assistants that provide access to internal procedures, policies, and regulations, thereby facilitating the consistent application of standardized processes in daily operations. A case study in a real-world organization analyzes the effects, benefits, challenges, and recommendations for further development. Special attention is given to chatbot integration in environments governed by ISO standards.