IMPLEMENTATION OF MOBILE CHATBOT IN HOME TECHNICAL SUPPORT RESERVATIONS FOR COMPUTER EQUIPMENT IN SOUTH AMERICAN COUNTRIES
DOI:
https://doi.org/10.56124/encriptar.v7i14.007Keywords:
technical support, virtual assistant, chatbot, artificial intelligenceAbstract
The COVID-19 pandemic revolutionized customer service in various business environments that provide their services, driving the adoption of different strategies and tools using computer programs such as chatbots at an unprecedented pace, transforming interactions with customers and optimizing operations. Therefore, chatbots work with artificial intelligence technology, focusing them on the management of reservations and customer satisfaction in the context of the company of various sectors. A mixed methods approach was employed, using both quantitative and qualitative data collection methods. A survey instrument was used to collect data on user effectiveness, satisfaction, and preferences regarding chatbots. The sample, composed of 30 people, was strategically selected using non-probabilistic sampling techniques, guaranteeing equitable gender representation and a diverse age distribution. In conclusion, chatbots provide tangible benefits to businesses, including streamlining ticket bookings, reducing wait times, increasing customer satisfaction, and managing resources.
Downloads
References
Misischia, C., Poecze, F. y Strauss, C. (2022). Chatbots in customer service: Their relevance and impact on service quality. Procedia Computer Science. 201. 421 – 428. 10.1016/j.procs.2022.03.055
Gordon, R. (2023). Chatbots e inteligencia artificial: aportes, innovaciones y aplicación en el desarrollo de sistemas de información empresarial. Visión Antataura, 7(1),132-147. https://doi.org/10.48204/j.vian.v7n1.a3930
Ramírez, P., Valle, D. y Mendoza, R. (2023). Revisión de los chatbots basados en inteligencia artificial en la administración pública. Espacios públicos, (60), 29-49. https://doi.org/10.36677/espaciospublicos.v23i60.21317
Ramírez, P. y Valle, D. Los Asistentes virtuales basados en Inteligencia Artificial. Revista electrónica de Computación, Informática, Biomédica y Electrónica, 11(2), 1-11. Repositorio de: https://www.redalyc.org/journal/5122/512275401001/html/index.html
Espinosa, B., Castillo, J., Montañez, B. y Mendoza de los Santos, A. (2023). Implementación de un chatbot basado en modelo de lenguaje de inteligencia artificial para responder preguntas frecuentes de estudiantes universitarios. _Revista Científica de Sistemas e Informática, 3(2), e570. https://doi.org/10.51252/rcsi.v3i2.570
Maigua, J., Medina, P., y Beltrán, C. (2021). Agente conversacional para consultas sobre servicio médico en una clínica privada. 3C Tecnología. Glosas de innovación aplicadas a la pyme, 10(2), 47-71. https://doi.org/10.17993/3ctecno/2021.v10n2e38.47-71
Kumudha, M., Ravichandra, M., Rakshita, S. y Shifa, S. (2023). AI ChatBot for Android App. International Journal for Research in Applied Science & Engineering Technology, 11, Issue (12). https://doi.org/10.22214/ijraset.2023.57661
Xue, J., Zhang, B., Zhao, Y., Zhang, Q., Zheng, C., Jiang, J., Li H., Liu N., Li Z., Fu W., Peng, Y., Logan J., Zhang, J., Xiang X. Evaluation of the Current State of Chatbots for Digital Health: Scoping Review J Med Internet Res 2023, 25, DOI: 10.2196/47217
Ferdiansyah, Hari. y Yudi S. (2024). Factors influencing satisfaction and intention to use Chatbot on purchase intention on E-Commerce. AT – TADBIR JURNAL ILMIAH MANAJEMEN, 8(1), 1-14. DOI: 10.31602/atd. v8i1.12652
Rossman, A., Hertweck, D. y Zimmermann, A. (2020). The Impact of Chatbots on Customer Service Performance. DOI: 10.1007/978-3-030-51057-2_33
Peruchini, M., Modena, G. y Monteiro, J. (2024). Between artifcial intelligence and customer experience: a literature review on the intersection. DOI: 10.21203/rs.3.rs-3612887/v1
Atoche Galarza, J.R, Guia Vargas, K.B, Loayza Vela, N.E, Castrejón Chappa, S.G (2021). IRIS, solución que brinda servicios de limpieza del hogar, belleza y soporte técnico a domicilio en la ciudad de Lima. [Tesis de maestría, Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/20296
Miguel Peña, P.H, Romero Lujan, J.A, Paredes Alva, M.A, Zapata Loza, S.E (2022). Aplicación móvil que conecta profesionales en soporte técnico con usuarios que presentan fallas en sus equipos: InnovaTECH. [Tesis de pregrado, Universidad Peruana de Ciencias aplicadas]. http://hdl.handle.net/10757/660678
Viras, M. y Cueva, A. (2024). Integración de Chatbots de IA para la optimización de Pedidos en Servicios Alimentarios: Caso de Estudio en "Cafetería la Estación 04-Ibarra Ecuador". 9(3), 790-802. doi.org/10.33386/593dp.2024.3.2477
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Scientific Journal of Informatics ENCRYPT - ISSN: 2737-6389.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
