Ingeniería en Sistemas, Electrónica e Industrial

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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.
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    Asistente conversacional (chatbot) basado en un sistema de gestión de conocimientos para atención a los clientes de la empresa Aceros Industriales HGB
    (Universidad Técnica de Ambato. Facultad de Ingeniería en Sistemas, Electrónica e Industrial. Carrera de Ingeniería en Sistemas Computacionales e Informáticos, 2022-02) Barros Manzano, Marilyn Valeria; Buenaño Valencia, Edwin Hernando
    Currently companies have chosen to implement computer applications that are based on artificial intelligence (AI) that allow simulating conversations, these applications have taken an impact on society, since they provide automatic answers to frequently asked questions. Maintaining communication with customers is essential for companies so giving answers through instant messaging channels is important for them. For the development of this project, a chatbot conversational assistant was developed to give attention to the customers of the Aceros Industriales HGB Company in a more agile and simple way. The chatbot allows the customer to ask frequently asked questions, search for products, request quality certificates, advice and download the product catalog. The project has been developed on the Dialogflow platform that allowed the creation of the agent and training, in addition Dialogflow allowed the integration of its own webhook that was developed in Flask a micro framework written in Python that allows to create web applications where one of its methods is the connection with the NoSQL database MongoDB Atlas. The services were deployed on Heroku's cloud-based platform as a service (PaaS) platform as a service.
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    Prototipo de chatbot para la resolución y atención de inquietudes académicas de la Secretaría de Ingeniería en Sistemas Computacionales e Informáticos
    (Universidad Técnica de Ambato. Facultad de Ingeniería en Sistemas, Electrónica e Industrial. Carrera de Ingeniería en Sistemas Computacionales e Informáticos, 2021-09) Bonilla Guevara, Ricardo David; Núñez Miranda, Carlos Israel
    Artificial intelligence has evolved constantly and it has a a large number of applications, we can name some of them, like: speech recognition, machine learning, facial recognition, natural language processing, among others, however, this investigation will focus in the chatbots or also known as conversational agents, these programs imitate the human behavior and also people can have a conversation with them, for this reason many companies use these chatbots to attend the doubts or the most frequent inquiries made by their clients. Chatbots will be available at any time and it is capable to respond most queries what are made without help from a human agent, for this reason, this project focuses in the development of a prototype which responds to the most frequent inquiries made by the students of the Career of Engineering in Computational and Informatics Systems, this project focuses on the secretariat of the career, also the fundamental point for this research was boost the use of chatbots to reduce response time to the inquiries. An investigation will be conducted through surveys to the students will try to determine what are the most frequent queries, also, we will select the framework or the best technology to develop the prototype and will we performed the necessary functional tests, to detect and prompt correction of errors.