Bibliographic citations
Iberico, D., Ludeña, J., Maravi, C. (2024). Propuesta de implementación de Bots para la gestión de cobranzas de personas naturales en una entidad financiera peruana| [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/673434
Iberico, D., Ludeña, J., Maravi, C. Propuesta de implementación de Bots para la gestión de cobranzas de personas naturales en una entidad financiera peruana| [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/673434
@mastersthesis{renati/1297976,
title = "Propuesta de implementación de Bots para la gestión de cobranzas de personas naturales en una entidad financiera peruana|",
author = "Maravi Perez, Claudia Patricia",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
The main objective of this research work is to develop a comprehensive proposal for the implementation of Bots in the collections management of individuals in a financial institution. This research is based on interviews with key leaders, quantitative financial and operational efficiency analysis, supported by the results of a successful proof of concept that challenged conventional paradigms. The proposed strategy focuses on the integration of Call Bots and Chat Bots in WhatsApp for more personalized and efficient collections management, addressing security and privacy concerns the effectiveness of digital channels versus traditional channels is evaluated, highlighting the expected profitability backed by operational efficiency, generating cost savings and with significant potential to increase revenue. Research work focuses on bot adaptability, customizability and seamless integration with existing systems, without compromising data security. It offers a comprehensive view of leaders' perceptions and strategies, proposing a clear path toward modernizing collections management at the financial institution. It seeks to transform collections management by strategically leveraging bot technology in a cost-effective way in the financial environment. Finally, supported by test results and financial analysis, this proposal establishes the basis for a modern and efficient collections management, positioning the financial institution at the forefront of innovation in the sector.
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