Chatbots är mjukvarubaserade system som syftar till att simulera konversation mellan olika aktörer med hjälp av text och/eller tal. Vanliga användningsområden för en chatbot är exempelvis kundservice, marknadsföring och underhållningssyften. Chatbots har växt fram som ett alltmer väletablerat fenomen på marknaden, och fenomenet fortsätter att växa. En anledning till dess popularitet är att chatbots kan leda till kortare svarstid, förbättrad kundservice, förbättrad kundtillfredsställelse samt ökat engagemang hos kunder. De många fördelar som chatbots möjliggör har lett till att särskilt små och medelstora företag (SMF) vill utveckla och implementera chatbots för kundservice i sina verksamheter. Många SMF saknar emellertid de färdigheter och resurser som krävs för att fullt ut ta till vara på digitaliseringens möjligheter och den kompetens som krävs för att utveckla chatbots anpassade till ett SMF:s specifika behov. Mot denna bakgrund formuleras det problem vi avser att utforska: Det finns en brist på designkunskap som stödjer utveckling av kundservice-chatbots för SMF. Baserat på problemet har vi valt att studera följande forskningsfråga: Hur bör kundservice-chatbots för SMF designas? För att besvara forskningsfrågan har vi tagit inspiration från forskningsmetoden Action Design Research. Med stöd av metoden har ny kunskap och nya lärdomar identifierats genom utveckling och utvärdering av en chatbot i samverkan med studiens samarbetsföretag. Studiens resultat består av en IT-artefakt (chatbot) och tre designprinciper som syftar till att förenkla och möjliggöra utveckling av andra instanser av samma systemklass. De tre designprinciperna studien resulterat i är; Design för personlighet, Design för initial kapacitetsbeskrivning och Design för enkel integration. Vår slutsats är att designprinciperna ger nytta för sitt syfte och bidrar med designkunskap som kan inspirera och vägleda i både fortsatt forskning och praktik. / Chatbots are software-based systems aiming to simulate conversation between different actors using text and/or speech. Common uses for chatbots are e.g., customer service, marketing, and entertainment purposes. Chatbots have emerged as an increasingly well-established phenomenon that continues to grow. A reason for its popularity is that chatbots can lead to shorter response times, improved customer service, improved customer satisfaction and increased customer engagement. The many benefits chatbots enable have led to small and medium-sized enterprises (SMEs) wanting to develop and implement customer service chatbots in their organization. However, many SMEs lack the skills and resources needed to take full advantage of the potential of digitalization and the skills needed to develop a chatbot tailored for the specific needs of a SME. Against this background, the problem we intend to address is formulated as follows: There is a lack of design knowledge that supports the development of customer service chatbots for SMEs. Based on this problem, we have decided to investigate the following research question: How should customer service chatbots for SMEs be designed? To answer the research question, we have used the research method Action Design Research. With support of this method, new knowledge and lessons have emerged during evaluation in collaboration with a SME. The results of the study consist of an IT artifact (chatbot) and three design principles that aspire to simplify and enable the development of other instances of the same system class. The three design principles that the study resulted in are; Design for personality, Design for initial capacity description and Design for simple integration. Our conclusions are that the design principles provide benefits for their purpose and contribute with design knowledge that can inspire and guide in both further research and practice. Note that this bachelor’s thesis is written in swedish.

The current global changes and regulations in sustainability have a direct impact on suppliers to the automotive industry. Therefore, it is crucial for suppliers to the automotive industry to proactively monitor developments to avoid risking their competitiveness. This involves an increased focus on documentation and compliance with sustainability policies and certifications. Company X is a family-owned company located in Gnosjö, operating for nearly 80 years and supplying products to the automotive industry, among other sectors. The company specializes in industrial work and focuses on machining (turning and milling). To remain competitive and, above all, relevant for at least another 80 years, they strive for continuous development to meet customer demands. The guiding philosophy is to operate within the ”Global Automotive Sustainability Guiding Principles”, which clarify the automotive industry ́s expectations regarding sustainability efforts from their suppliers. In late 2022, Drive Sustainability, responsible for creating and maintaining the Self-Assessment Questionnaire (SAQ), raised the requirements from SAQ 4.0 to SAQ 5.0. The consequence of not being approved before June 2023 is the inability to initiate new business as a supplier to Scania. The thesis was conducted at Company X with the aim of investigating what is required for Business X to upgrade from SAQ 4.0 to SAQ 5.0. This involved identifying any gaps in the company’s environmental and quality management systems in relation to the SAQ portal. The project also aimed to examine whether the current quality and environmental management system needs adjustment to better reflect data in the SAQ portal. The main task of the author was to explore possible solutions to help Company X and other SMEs implement the SAQ process in a resource-efficient manner. To achieve the study ́s purpose, an analysis of the documentation in the company ́s environmental and quality management systems in relation to the SAQ portal was conducted. This analysis was used to identify the resources required to meet the requirements in the SAQ. Based on the formulated research questions, gaps in the company ́s environmental and quality management systems were identified concerning the SAQ portal. Additionally, proposals and arguments were provided for adjustments to the current management system. The result of the thesis was that Company X acted on the suggestions and was approved in SAQ 5.0 with a fulfillment rate of 81%, compared to the previous score 79% in SAQ 4.0. The model presented in the analysis of the SAQ scoring system can also be utilized by other SMEs to implement the SAQ process in a resource-efficient manner.