AI-Duty Manager: Smarter Support for Service

This article presents the design and implementation of AI-Duty Manager, an intelligent assistant intended to automate and optimise the work of duty managers in corporate service teams. During digital transformation, as business processes grow more complex, traditional decision-support systems (DSS) prove only partly effective because of escalating data volumes and the need for rapid action. Drawing on state-of-the-art artificial-intelligence methods—including large language models, natural-language processing, and machine learning—AI-Duty Manager automatically resolves up to 80 % of routine enquiries, markedly reducing the workload on personnel and cutting response time to 40 seconds. Tight integration with corporate platforms and internal knowledge bases enables the assistant to deliver personalised recommendations while extending organisational knowledge-management capabilities. The study confirms that next-generation intelligent DSS enhance cognitive productivity, stimulate innovative thinking, and improve interaction between employees and technology. Ethical and organisational implications of AI deployment, as well as the necessity of strategic oversight for digital initiatives, are also discussed. AI-Duty Manager therefore serves not merely as an automation tool but as a decision-making partner, providing a durable competitive edge in the context of Industry 4.0. This work will benefit IT leaders and specialists, digital-transformation managers, and developers of decision-support systems interested in adopting intelligent assistants to streamline service processes and raise the efficiency of corporate service teams.