Citas bibligráficas
Juarez, E., Oyola, R. (2024). Chatbot bilingüe español-quechua para optimizar la atención del trámite documentario de ciudadanos en una municipalidad utilizando Procesamiento de Lenguaje Natural [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/676471
Juarez, E., Oyola, R. Chatbot bilingüe español-quechua para optimizar la atención del trámite documentario de ciudadanos en una municipalidad utilizando Procesamiento de Lenguaje Natural [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/676471
@misc{renati/1299542,
title = "Chatbot bilingüe español-quechua para optimizar la atención del trámite documentario de ciudadanos en una municipalidad utilizando Procesamiento de Lenguaje Natural",
author = "Oyola Fernandez, Ronaldo Teodoro",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
This project focuses on optimizing customer service processes at the Municipal Government of Marañon by implementing a bilingual (Spanish-Quechua) chatbot developed with artificial intelligence. The language barrier in assisting Quechua-speaking citizens and the administrative staff’s workload have created the need for this technological solution, aimed at improving service efficiency and quality. The chatbot, developed using an agile methodology, will allow citizens to access information about documentary procedures immediately and in their native language. Expected outcomes include reduced response times, reduced workload for staff, and improved citizen satisfaction. The implementation relies on Dialogflow for natural language processing and Facebook Messenger as the interaction platform. Furthermore, project management will follow the PMBOK guidelines, ensuring efficient resource management, scheduling, and quality control throughout the project's lifecycle.
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