Digital Transformation and Automation: Application and Effectiveness of Chatbots in Bulgarian Entrepreneurship

Ana Todorova, Irina Kostadinova

2025

Abstract

In view of the growing importance of digitalisation, this study examines the adoption and use of chatbot solutions based on artificial intelligence among Bulgarian entrepreneurs. The aim is to identify the main reasons for their implementation, the perceived benefits and challenges encountered, and the main areas of application. A survey was conducted among 401 business owners in Bulgaria. The results show that 38% (154) of the surveyed entrepreneurs use chatbots and the analysis focuses on their data. The main factors driving implementation are increased efficiency, improved customer service and reduced costs. Improved operational efficiency and customer satisfaction were identified as the leading benefits. However, entrepreneurs face significant challenges, mainly related to the ability of chatbots to handle complex queries, the need for staff training and customer acceptance. Chatbots are most often used in marketing and sales, but they also have applications in customer service, internal processes and data analysis. In conclusion, despite the still relatively low adoption rate among all respondents, Bulgarian entrepreneurs with experience using chatbots see clear benefits related to efficiency and customer service. Successful expansion of this technology requires addressing current challenges, especially in terms of functionality and the human factor.

Paper Citation

in Harvard Style

Todorova A. and Kostadinova I. (2025). Digital Transformation and Automation: Application and Effectiveness of Chatbots in Bulgarian Entrepreneurship. In Proceedings of the 17th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 2: KMIS; ISBN 978-989-758-769-6, SciTePress, pages 225-236. DOI: 10.5220/0013684600004000

in Bibtex Style

@conference{kmis25,
author={Ana Todorova and Irina Kostadinova},
title={Digital Transformation and Automation: Application and Effectiveness of Chatbots in Bulgarian Entrepreneurship},
booktitle={Proceedings of the 17th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 2: KMIS},
year={2025},
pages={225-236},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0013684600004000},
isbn={978-989-758-769-6},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 17th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 2: KMIS
TI - Digital Transformation and Automation: Application and Effectiveness of Chatbots in Bulgarian Entrepreneurship
SN - 978-989-758-769-6
AU - Todorova A.
AU - Kostadinova I.
PY - 2025
SP - 225
EP - 236
DO - 10.5220/0013684600004000
PB - SciTePress