AI-Powered Chatbots: Streamlining Information Retrieval and Privacy at Alarm.com; The Socio-Technical Impact of Cryptocurrency Adoption in Financial Institutions

The relationship between my technical capstone project and my STS research paper is centered around exploring the profound influence advanced technologies have on organizational structures, operational processes, and governance dynamics. Although each project addresses distinct technological domains, artificial intelligence and blockchain, they both underscore the transformative potential and socio-technical complexities inherent in technology adoption within corporate environments. My technical capstone project involved developing an enhanced AI-powered chatbot at Alarm.com to improve internal knowledge management and data security, while my STS research examined how cryptocurrency and blockchain adoption is reshaping governance and institutional authority in the U.S. financial sector.

For my technical capstone project, I collaborated with Alarm.com to upgrade their internal chatbot system to enhance the efficiency of information retrieval and ensure robust data privacy. Initially, Alarm.com faced challenges with fragmented internal documentation scattered across platforms like Microsoft Teams and Confluence, significantly impacting employee productivity and knowledge sharing. The previous chatbot, while functional, had limitations in handling complex queries and document analysis. To address these challenges, we integrated Azure OpenAI Assistants into the chatbot, enabling employees to securely upload documents directly within the chatbot interface. Furthermore, we implemented Retrieval-Augmented Generation (RAG), allowing employees to effectively query and retrieve internal resources from multiple platforms with significantly improved accuracy and speed. Employing cosine similarity algorithms, the chatbot matched user queries with relevant documentation, substantially reducing retrieval times by approximately 35%. Additionally, dynamic API switching was introduced to optimize chatbot performance by directing queries to the appropriate AI models based on their complexity. Real-time monitoring using Wavefront provided continuous insights into system performance and user engagement, facilitating proactive maintenance and system reliability. These enhancements not only streamlined operational efficiency but also reinforced the organization's data security standards, setting a robust foundation for further AI-driven innovations.

My STS research delved into the socio-technical implications of cryptocurrency adoption within U.S. financial institutions, exploring how blockchain technologies fundamentally alter traditional governance and power dynamics. Utilizing Actor Network Theory (ANT) as an analytical framework, I examined in-depth case studies of institutions such as JPMorgan Chase, particularly focusing on their blockchain initiatives like JPM Coin and Kinexys. My analysis revealed that financial institutions are increasingly adopting blockchain technologies to improve operational transparency, efficiency, and security, reflecting a strategic shift toward decentralization. However, this transition introduces significant regulatory complexities, given the decentralized nature of blockchain systems that inherently conflict with existing centralized financial governance structures. To navigate these challenges, institutions have adopted hybrid governance models, blending decentralized technologies with centralized oversight. This approach allows them to leverage blockchain's advantages while maintaining regulatory compliance and institutional legitimacy. The integration of blockchain technologies thus represents not merely a technological shift but also a significant renegotiation of governance structures, regulatory frameworks, and power relationships within the financial sector.

Working simultaneously on both the technical and STS projects provided me with critical insights into the intricate interplay between technological development and socio-technical contexts. The hands-on experience of developing the Alarm.com chatbot emphasized the practical considerations necessary for successful technological integration, particularly regarding user engagement, data privacy, and operational efficiency. These insights deepened my appreciation of similar complexities observed in financial institutions' blockchain integration efforts. Conversely, exploring blockchain adoption through my STS research illuminated the broader socio-technical tensions and regulatory considerations that inevitably accompany technological innovation. This understanding significantly influenced how I approached privacy concerns and operational integration within my technical project at Alarm.com. Collectively, these parallel experiences underscored the importance of adopting a holistic, integrated approach to technology development, highlighting that technological success is inherently tied to effective negotiation of socio-technical realities. By simultaneously addressing technical feasibility and socio-technical considerations, my projects have reinforced the necessity of comprehensive, multidimensional approaches in modern technological advancements.

In summary, engaging concurrently in my technical capstone and STS research has allowed me to cultivate a nuanced understanding of technology's transformative potential and its complex socio-technical dimensions. Both projects have demonstrated that technology adoption in organizational contexts must balance innovation with governance, compliance, and user needs. This dual exploration has provided me with invaluable insights into how technology not only facilitates operational improvements but also profoundly reshapes institutional structures and regulatory interactions, equipping me with a well-rounded perspective essential for future technological innovation and implementation.

School of Engineering and Applied Science
Bachelor of Science in Computer Science
Technical Advisor: Rider Foley
STS Advisor: MC Forelle