Abstract
The increasing complexity of fleet operations often forces drivers and administrators to alternate between fragmented tools for geolocation, messaging, and spreadsheet-based reporting, which slows response times and increases cognitive load. This study evaluates a comprehensive architectural framework designed to automate fleet management in personnel transport companies. The research proposes a unified methodology integrating Internet-of-Things (IoT) telemetry, cloud analytics, and Conversational AI to mitigate information fragmentation. Through a Lean UX iterative process, the proposed system was modeled and validated, with 30 participants (10 administrators and 20 drivers) who performed representative operational tasks in a simulated environment. Usability was assessed through the System Usability Scale (SUS), obtaining a score of 71.5 out of 100, classified as “Good Usability”. The results demonstrate that combining conversational interfaces with centralized operational data reduces friction, accelerates decision-making, and improves the overall user experience in fleet management contexts.