Bibliographic citations
Mejia, M., (2020). Implementación de un chatbot para mejorar el proceso de atención de requerimientos de primer nivel en el área de sistemas de la empresa Aeropuertos del Perú S.A. [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/23437
Mejia, M., Implementación de un chatbot para mejorar el proceso de atención de requerimientos de primer nivel en el área de sistemas de la empresa Aeropuertos del Perú S.A. [Tesis]. PE: Universidad Privada del Norte; 2020. https://hdl.handle.net/11537/23437
@misc{renati/525752,
title = "Implementación de un chatbot para mejorar el proceso de atención de requerimientos de primer nivel en el área de sistemas de la empresa Aeropuertos del Perú S.A.",
author = "Mejia Garcia, Manuel Jhonatan",
publisher = "Universidad Privada del Norte",
year = "2020"
}
The objective of this investigation was to determine that the use of a chatbot improves the process of attention to first level requirements in the systems area. The improving the process involved reducing attention times during office schedule and during out of office schedule, as well as improving the quality of customer service. An applied and correlational design was used where a sample of 63 service tickets was obtained from the Ticket Portal System of the company Aeropuertos del Perú S.A. Pre Test and Post Test surveys were used to analyze and compare the results before and after the implementation of the chatbot. The procedure was based on the ISO 12207 standard that details the processes for the software life cycle and complemented with the PMBOK v6 to ensure the correct management of the project. The results showed a 97% reduction in office schedule and a 100% reduction in out of office schedule. There was also an increase in user satisfaction by 40%. Therefore, it is concluded that the use of a chatbot does improve the process of attention to first level requirements in the systems area.
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