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For many years, software systems inside organisations were largely invisible. They processed transactions, moved information, and supported operations without directly interacting with people. Chatbots change this dynamic. Instead of remaining in the background, digital systems now appear as conversational interfaces. Employees, customers, and partners interact with them through natural language rather than through forms, dashboards, or complex software interfaces. This shift

Automation is often presented as the main advantage of chatbots. They can answer repetitive questions, guide users through processes, and reduce workload in customer service or internal support. In many cases, this works well. But automation alone is the easier part of the challenge. The real complexity arises when organisations attempt augmentation rather than replacement. A chatbot does not simply remove work; it changes how humans and systems collaborate. Employees may rel

Chatbots are increasingly designed to appear friendly, responsive, and supportive. They use conversational language, empathetic phrases, and sometimes even humour to make interactions feel natural. This design choice aims to reduce friction and improve the user experience. However, there is a subtle tension. Artificial warmth can easily create the impression of human understanding, even though the system does not actually possess empathy or awareness. Users may interpret conv

As chatbots are integrated into organisational processes, governance becomes essential. A chatbot can influence decisions, provide guidance, or shape the information that employees and customers receive. This means its behaviour must be carefully controlled. Clear boundaries are necessary. Organisations need to define what the chatbot can do, what it should not do, and when human intervention becomes necessary. Governance also involves transparency. Users should know when the

I am pleased to share that I have been ranked #25 globally for Robotic Process Automation (RPA) by Thinkers360. Thinkers360 evaluates analysts and thought leaders based on research output, publications, and contributions to professional discussions across technology and business topics. My work has focused on the strategic and organisational implications of automation and AI. In recent years, I have explored how RPA evolves from simple task automation toward more integrated d

From IA Congress 3–4 March 2026 – Milan Mauro Bogliani Automation Manager – Recycling Technologies Luca Collina – MBA AI Synthesist | Educator | AI Advisor | Influencer THINKER360 A. Technology and Automation 1. Recycling technologies today combine process automation, industrial digitalisation, and sustainability-focused engineering. How do these technological areas work together to improve efficiency in recycling plants? Efficiency comes from combining machines with smart so