Tesis Software

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Author: search.filters.author.López Galarza Edison OrlandoSubject: search.filters.subject.AUTOMATIZACIÓN

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    Solución de IA para reducir los tiempos de atención a clientes en la empresa Ingedemy
    (Universidad Técnica de Ambato. Facultad de Ingeniería en Sistemas, Electrónica e Industrial. Carrera de Software, 2025-02) López Galarza Edison Orlando; Ibarra Torres Oscar Fernando
    Customer service channel saturation has been a growing challenge for many companies, especially with the rise of platforms such as WhatsApp. According to a 2020 McKinsey & Company report, the use of instant messaging for customer care increased by 80% globally, leading to critical saturation that limited companies' efficiency and ability to grow. This phenomenon highlighted the urgent need for technological solutions that optimize customer service, without compromising service quality. The purpose of this research project was to address this issue at Ingedemy, where the saturation of customer service channels, particularly WhatsApp, hindered agile and personalized interaction with customers. The initiative focused on developing and implementing a robust Artificial Intelligence (AI) solution that would improve the clarity of information, reduce response times and personalize each user's experience. The solution adopted integrated several technologies, including a chatbot based on GPT-4, web scraping techniques to obtain updated information and a web platform for performance analysis and lead management. The chatbot interacts efficiently through WhatsApp, using a NoSQL database in Firebase, the web platform includes a Kanban board and a dashboard for metrics visualization. This integration enables smooth and efficient management, optimizing processes and improving the customer experience.