Citas bibligráficas
Villón, N., (2020). Inteligencia Artificial aplicada al marketing: Impacto del uso de Chatbots Cognitivos en la satisfacción del cliente del sector bancario [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/652700
Villón, N., Inteligencia Artificial aplicada al marketing: Impacto del uso de Chatbots Cognitivos en la satisfacción del cliente del sector bancario [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/652700
@misc{renati/1287893,
title = "Inteligencia Artificial aplicada al marketing: Impacto del uso de Chatbots Cognitivos en la satisfacción del cliente del sector bancario",
author = "Villón Cabrera, Nicole",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
Nowadays, we live in a digitized world, where more and more companies try to provide better services to differentiate between them. In this way, chatbots allow to answer customer queries and provide a different service. In this research, I analyze the use of chatbots in the Peruvian banking sector and how it impacts customer satisfaction. In addition, the effect of quality of service, quality of information and ease of use is observed. Data was collected from 250 respondents. The results allowed a vision for the banks to be able to strengthen the satisfaction of their clients through chatbots.
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