Desarrollo de un chatbot inteligente para la atención al cliente
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Fecha
2023
Autores
Puerta Rojas , Sergio Alejandro
Florian Ávila , Mateo
Sanchez Rico , Guillermo Alejandro
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Editor
Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
Este artículo de investigación profundiza en el impacto de los chatbots en el servicio al cliente mediante una exhaustiva revisión de la literatura, análisis de datos y entrevistas con expertos. Se destaca la importancia creciente de los chatbots en la atención al cliente, evidenciando mejoras significativas en eficiencia, satisfacción del cliente y reducción de costos operativos. La capacidad de estos sistemas para comprender el lenguaje natural y aprender de las interacciones ha sido fundamental para su éxito. No obstante, se subraya que la implementación exitosa de chatbots requiere un diseño cuidadoso y consideraciones éticas para garantizar una experiencia positiva. En términos generales, los chatbots emergen como elementos esenciales para la transformación del servicio al cliente en la era digital, proporcionando a las empresas ventajas competitivas significativas
This research article delves into the impact of chatbots on customer service through an in-depth literature review, data analysis, and expert interviews. The increasing significance of chatbots in customer service is highlighted, showcasing substantial improvements in efficiency, customer satisfaction, and operational cost reduction. The ability of these systems to comprehend natural language and learn from interactions has been crucial to their success. However, it is emphasized that the successful implementation of chatbots requires careful design and ethical considerations to ensure a positive experience. Overall, chatbots emerge as essential elements for the transformation of customer service in the digital era, providing significant competitive advantages to businesses.
This research article delves into the impact of chatbots on customer service through an in-depth literature review, data analysis, and expert interviews. The increasing significance of chatbots in customer service is highlighted, showcasing substantial improvements in efficiency, customer satisfaction, and operational cost reduction. The ability of these systems to comprehend natural language and learn from interactions has been crucial to their success. However, it is emphasized that the successful implementation of chatbots requires careful design and ethical considerations to ensure a positive experience. Overall, chatbots emerge as essential elements for the transformation of customer service in the digital era, providing significant competitive advantages to businesses.
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Palabras clave
Chatbots, Servicio al cliente, Transformación digital, Eficiencia operativa
