HR-Focused AI Chatbot Development: Practices, Challenges, and Trends in Bulgaria

The evolution of artificial intelligence (AI) and conversational technologies has fundamentally reshaped human resource management (HRM) and nowadays these intelligent systems automate and elevate key HRM functions. This study explores the development of AI chatbots designed specifically for Human Resource Management within the Bulgarian technological ecosystem. While HR chatbots are becoming integral to recruitment, onboarding, internal HR support, and employee self-service globally, little is known about how such systems are built, localized, and deployed in smaller EU markets such as Bulgarian ones. Drawing on semi-structured interviews with Bulgarian AI developers, solution architects, and HR technology providers, the research examines the technological foundations, design practices, and integration strategies used to create HR-focused conversational chatbots. To complete the picture, results from a survey of HR specialists are also analysed with a view to the penetration, adoption and degree of use of HR AI chatbots. The survey was conducted via online questionnaire. Both points of view give the opportunity to outline several challenges unique to Bulgaria combined at the same time with the rising digitalization in organizations as fills an existing gap in empirical research on HR-focused AI chatbots. The study contributes to understanding region-specific AI development practices and offers practical insights for developers and HR leaders seeking to advance responsible and effective HR chatbot deployment.