Bibliographic citations
Escardó, O., Castillo, C., García, R., Magallanes, M. (2024). Propuesta de mejora de la eficiencia del canal de atención virtual de una institución educativa privada a través de la implementación de una inteligencia artificial generativa [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/683924
Escardó, O., Castillo, C., García, R., Magallanes, M. Propuesta de mejora de la eficiencia del canal de atención virtual de una institución educativa privada a través de la implementación de una inteligencia artificial generativa [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/683924
@mastersthesis{renati/1300930,
title = "Propuesta de mejora de la eficiencia del canal de atención virtual de una institución educativa privada a través de la implementación de una inteligencia artificial generativa",
author = "Magallanes Munayco, Marlon Juan",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
The purpose of this research is to study the student service system of a private university in Lima, Peru. It was identified that the lack of integration in the different virtual customer service channels and the use of face-to-face customer service channels generated cost overruns. In this sense, an analysis of the situation was carried out, studying these channels and their respective indicators. We proceeded to investigate what the authors maintain about the main tools and concepts used in this research. With the previous analysis and the key concepts, we proceeded to build two solution alternatives, being selected the proposal to develop an empathic generative artificial intelligence, being this the objective of the research. At the same time, four specific objectives were structured: to perform an analysis of the possible solutions, to evaluate the results, to demonstrate the efficiency in implementation costs and to measure the change of its indicators. Finally, the implementation plan was presented, discussing its scope, resource plans and valuation. As a conclusion, it is established that the chosen alternative optimizes the response time of the requirements in the student attention channel, integrating the most used contact channels and improving traceability and customer satisfaction. Likewise, this solution provides the best quality of data that could be obtained, offering better strategies for the quality of service. In short, this solution allows a better allocation and tracking of tickets, reducing response times and the number of interactions per ticket, and increasing customer satisfaction.
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