Aerospace Industry: Chatbots Impact Analysis, Ethics, and Disruption

This report examines the transformative impact of chatbots within the aerospace industry, focusing on key areas such as manufacturing, consumer management, and maintenance. It explores how chatbots can streamline supply chain operations by providing real-time stock information, enhance consumer engagement through efficient query resolution, and automate maintenance processes by rapidly retrieving failure details. The report also addresses the ethical and regulatory challenges associated with chatbot implementation, including data privacy concerns and the potential for employee over-reliance. Furthermore, it analyzes the disruptive potential of chatbots in communication systems, highlighting improvements in efficiency and response times. By integrating robotic process automation (RPA) with chatbots, the aerospace industry can achieve significant gains in productivity, accuracy, and overall operational effectiveness, ensuring enhanced safety and quality in aircraft manufacturing and maintenance.

Running head: IMPACT OF CHATBOTS IN AEROSPACE INDUSTRY
IMPACT OF CHATBOTS IN AEROSPACE INDUSTRY
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IMPACT OF CHATBOTS IN AEROSPACE INDUSTRY
Part one – Research
Chatbots:
It is an acronym for chat robots. As the name suggests, it is a technology that is
applied for managing conversations. It simulates the way a human would chat with another
person and interact with him or her. The chatbots are able to replicate human interactions
through application of artificial intelligence. It is hence an artificial intelligence or AI
software that is capable of conversion in human language or natural language through natural
language processing embedded in the artificial intelligent software. Through chatbots are
traditionally employed to interact with human through natural language processing, but
development and advancement in this technology are also making it possible for chatbots to
interact with other chatbot as well. This will further improve this process as it reduces
necessity for humans to interact with chatbots while ensuring that all of the applications that
is done by the humans are executed properly.
Aerospace industry:
Aerospace is a large scale and complex industry that is driven by technology and
innovations. It deals with designing, manufacturing, and maintenance of military aircraft,
missiles, space, commercial airliners and general aviation. The thing that makes this industry
complex and vast is that it deals with manufacturing of flight vehicles which itself requires a
million of parts to be manufactured which requires detailed and complex design and
architectures which further increases its complexity. Aerospace industry also requires
maintaining the parts and products it manufactures, hence many support systems are required
in this context, and not all of these are an easy thing to execute. Hence, this industry is often
identified to experiment with existing manufacturing and services to bring a streamlined
approach in manufacturing and maintenance of product and services. Along with being

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complex, it is also one of the few industries that ensures huge revenue as most of the deals
that the company makes is mainly with the government sector and most of the deals are worth
many millions, which makes this industry a significant one and constitute a major part of the
financial infrastructure of any nation.
Part two – Brainstorming:
The impact of the technology on the people in the industry:
 Manufacturing of aircrafts and other related components requires that supply of raw
materials are proper and for this people managing supply chain need to ensure that
whether raw material is in stock or not or whether they need more supply. Chatbots
will be able to provide accurate information about stock of the material if query for a
particular raw material is made and it will help the employees in supply chain to
ensure that production is affected due to lack of resources. Hence, this technology will
make it easier for them to manage their job responsibilities with efficiency and that
too with less effort. This technology has been applied in retail manufacturing as well
for improving supply chain and inventory management
 People in the consumer management will be able to manage consumers with
efficiently with less effort. Hence, this helps consumer representatives to manage
consumer queries with efficiency and provide service to the consumer when they are
not able to solve consumer queries in person. Hence, this not only increase
productivity of those employees but also help them to improve the process as well
which also benefits the company as well through enhanced consumer engagement.
similar application is identified in airline industry as well where chatbots are deployed
for managing consumer queries regarding flight booking, pricing for ticket, booking
confirmation and other similar applications relevant to the industry

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 In aerospace industry, maintenance plays an important role in ensuring that the
aircrafts does not compromise in quality, as there is very little scope of error due to its
critical nature of application, which involves safety of people as well. Hence, it is
important to have a maintenance process that is efficient in identifying errors in the
manufacturing of the aircrafts. However, it is much more efficient to identify details
about any fails that was identified in previous maintenance process, rather than testing
from the scratch. If chatbots are integrated with robotic process automation (RPA),
this will be able to provide details about the failures by filtering multiple transactions
automatically with the help of AI engine. Peoples in the maintenance work just needs
to provide some keywords regarding the failure and the system will provide them the
required details thus reducing time for searching for information manually. Hence,
this technology has a potential to bring a complete disruption in the way maintenance
work is done in the industry while providing automation to the process.
Part three – Regulation and Ethics:
Impact of chatbots in consumer management:
Lawrence Lessig’s regulations:
Market constraints:
 While integrating chatbots for designing consumer management system, constant
improvement is required due to market demand of simple and effective chatbot
systems for providing an engaging experience
Law:
 This chatbots conduct conversation through websites or messaging applications. Some
chatbots even integrate social media applications to offer an engaging chat experience

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that is required to ensure that the conversations are natural and interactive as well so
that it does not feel that the conversation is being done and controlled by a software.
Chatbots, which offer conversation through social media application, has great market
demand. However, if there is any data loss due to integration of chatbots with social
media, then the company might have to deal with legal consequences according to
data protection law
Ethical:
 Some chatbots in personalizing consumer experience collects personal data, which is
also accessed by the social media platforms without permission of the users, and this
is not ethical as it violates trust of the consumer and this is an important constraint in
implementing chatbots in various industry and it is relevant to this industry as well
 Employees try to excessively use the chatbots for managing consumer queries and this
often lead to lack of commitment to the service for which they employees are
appointed and this is violation of ethics, which also affects proper implementations of
the chatbots system in consumer management
Part four – Disruption:
Communication system powered by chatbots:
Events:
 Start event: Customer calls consumer representative for issue regarding delivery
 Intermediate event: Issue is registered and checked for resolutions
 End event: Feedback is provided to the consumer regarding query

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IMPACT OF CHATBOTS IN AEROSPACE INDUSTRY
Activities:
 Once consumer call the customer representative call is received by one representative
if available
 Customer representative then search for order details and information is updated in
the issue register
 The issue is communicated to the higher authority for resolving it and information is
provided to the consumer
Decision points:
 Is the order details provided by the consumer if yes then continue conversation,
otherwise ask to do so?
 Quick fix available for the solution? If yes provide it, otherwise forward it to designer
and engineer team and higher authority
Actors:
Client, consumer representative
Outcomes:
Solution for query provided and if not resolved time required for resolving the issue provided

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Changes after application:
Events:
 Start event: Customer chats with chatbots for issue regarding delivery, no consumer
representative required. consumer representative replaced by chatbots
 Intermediate event: Issue is registered and checked for resolutions. No change in this
regard
 End event: Feedback is provided to the consumer regarding query. No change in this
regard but it is automated
Activities:
Chatbots automates interaction with consumers and hence helps to server them better
with their queries regarding issues such as delivery of materials, quality issues in the product
delivered and it is available all the time. Hence, change in communication process and timing
for communication
Decision points:

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IMPACT OF CHATBOTS IN AEROSPACE INDUSTRY
 Is the order details provided by the consumer if yes then continue conversation,
otherwise ask to do so?
 Quick fix available for the solution? If yes provide it, otherwise forward it to designer
and engineer team and higher authority
No change in this aspect but the process is faster, efficient due to automation
Actors:
Client, chatbots
Consumer representative replaced by chatbots
Outcomes:
Solution for query provided and if not resolved time required for resolving the issue provided
No change in this aspect but the process is faster, efficient due to automation

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