Implementación de un prototipo agente virtual basado en machine learning e inteligencia artificial aplicando Azure Bot Service para mejorar el servicio de una empresa de venta de soluciones tecnológicas.

Abstract

Currently, companies are looking for technological tools that support business processes that allow them to generate higher income. This does not leave technology sales companies aside, so this project proposes the implementation of a virtual agent prototype based on machine learning and artificial intelligence to improve service and achieve customer loyalty. For this purpose, a qualitative methodological approach, of a descriptive and documentary type, was used to analyze the implementation environment of the tool and explain the experiences that are known in relation to it; For the information gathering, the interview was applied to an intentional sample of potential users of the tool, from which it was known that technological consultations are necessary in 80%, technological autonomy in 90%, the investment of time required in 100%, the importance of response time at 100%, the availability of tools with 24/7 coverage, the acceptance of recommendations at 100%, a single point of contact at 80%. It is concluded that the implementation of the chatbot would be very useful in technology companies to increase sales and build customer loyalty.