Application of Artificial Intelligence for the Design of a Virtual Assistant (Chatbot) as an innovative approach in user service: Social Security Center No.102

被引：0

作者：

Dominguez-Tabera, Maria E. ^{[1
]}

Gonzalez-Mosqueda, Mayra L. ^{[2
]}

Martinez-Tapia, Karla ^{[2
]}

Simancas-Acevedo, Eric ^{[3
]}

Leon-Olivares, Eric ^{[4
]}

Aviles-Coyoli, Katia Lorena ^{[5
]}

Robles-Camarillo, Daniel ^{[3
]}

机构：

[1] Tecnol Nacl Mexico, Inst Tecnol Pachuca, Estudiante PE Licenciatura Adm, Mexico City, Mexico

[2] Tecnol Nacl Mexico, Inst Tecnol Pachuca, Dept Ciencias Econ Adm, PTC, Mexico City, Mexico

[3] Univ Politecn Pachuca, Direcc Invest Innovac & Posgrad DIIP, Santa Barbara, Mexico

[4] Tecnol Nacl Mexico, Inst Tecnol Pachuca, Dept Sistemas & Comp, Mexico City, Mexico

[5] Tecnol Nacl Mexico, Inst Tecnol Pachuca, Dept Ingn Ind, Mexico City, Mexico

来源：

INTERNATIONAL JOURNAL OF COMBINATORIAL OPTIMIZATION PROBLEMS AND INFORMATICS | 2024年 / 15卷 / 04期

关键词：

Virtual assistant; chatbot; customer service; users;

D O I：

10.61467/2007.1558.2024.v15i4.484

中图分类号：

O29 [应用数学];

学科分类号：

070104 ;

摘要：

The "Social Security Center No.102" has a deficiency in customer service, which has caused problems such as low user satisfaction, bad reputation, long waiting times for answers and loss of customers. The objective of this project is to demonstrate that the design and implementation of a virtual assistant (Chatbot) optimizes the service to users of the organization. As for the design of the method, the research is considered mixed, applied and technological; and depending on the level of research, it is descriptive, explanatory, crosssectional, non-experimental and field. A stratified population sample of 380 people was considered, to whom applied, consisting of 4 sections and 24 items. users.

引用

页码：149 / 162

页数：14