The Influence of Artificial Intelligence on the Digitization of Operational Flows: Perceptions and Challenges in the Company FirmAval
DOI:
https://doi.org/10.63688/phj2fn39Keywords:
Artificial intelligence, operational digitalization, digital signature, automation, intelligent systemsAbstract
The accelerated digital transformation has prompted organizations to rethink their internal processes through the use of advanced technologies such as artificial intelligence, especially in contexts where operational flows remain manual and fragmented. This study sought to analyze how FirmAval's managers and operational managers perceive the incorporation of AI and digital tools to optimize the management of reports, inventories and document validation. To this end, a descriptive qualitative approach was applied based on seven semi-structured interviews and a thematic content analysis, complemented by expert validation to ensure interpretative soundness. The findings show that digitalization is seen as a priority need due to the delays, recurring errors, and loss of information generated by current processes. The participants highlighted the importance of integrating tools that guarantee document security, traceability and authenticity, recognizing that the digital signature strengthens institutional trust. Likewise, artificial intelligence was valued as a support resource to automate validations, prioritize requests and anticipate operational needs, always under human supervision. Key conditions for technology adoption were also identified, such as constant training, technical support, and intuitive platforms. The results show that the implementation of an intelligent system in FirmAval is not only viable, but necessary to improve operational efficiency and service quality, opening future lines of research on its quantitative impact and comparisons with other technology companies.
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Copyright (c) 2025 Teresa del Carmen Cabrera Gómez (Author)
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