FN ISI Export Format VR 1.0 PT J TI Chatbots for the Internal Process Optimization of Swiss Airlines AF von Atzigen, Marie Dominique AU von Atzigen, MD AB A majority of airlines engage chatbots to optimize external customer services, but the automation of internal processes is lagging. This thesis investigates how chatbots could optimize internal processes between the intersections of back-office and cabin crew. A combination of literature research on chatbot classification and frameworks for evaluating chatbot capabilities is used in this study. To consolidate, guided interviews with back-office staff were conducted, transcribed, and qualitatively analysed. Results indicate benefits identified through the empirical study which led to the development of general requirements for the implementation of an enterprise chatbot. Most of the interviewed staff elect to retain human interaction and see the benefits of semi-automated systems. On this basis, chatbot theory from other industries can be used to increase employee productivity in airline back-office processes. ER