Using AI in Risk Analysis - Case Study

Abstract The aim of the work was to present the possibility of using a simple AI tool, i.e. a chatbot, to support risk analysis in a furniture industry enterprise and to assess its usefulness in identifying and monitoring types of risks (qualitative, operational and reputational). The chatbot functioned as an interactive communication channel available to customers on the website and in a popular messaging app. Reports regarding product, delivery, and customer service issues were collected through simple conversations with the bot and then automatically classified according to risk type and priority (high, medium, or low priority). The study was conducted over 3 months, analyzing a total of 487 reports. The results showed that the largest number of reports concerned quality risk. Using the chatbot helped reduce response times to reports, facilitated problem classification and generated reports and alerts for individual departments within the company. This tool enabled the rapid identification of recurring issues and supported the company’s decision-making process. However, it was found that the chatbot required human supervision for more complex reports and data interpretation, which was a major limitation of the work.