Asistente virtual para optimizar procesos del área de customer care de la empresa Fisa

Abstract

Abstract: In today's digital age, process optimization is crucial for enhancing efficiency and customer satisfaction. The Jarvis IA project for FISA's customer care department has been successful in its development and deployment. Although it is not yet widely used, it is expected to significantly improve query management and process automation. The project began with a detailed analysis to identify issues such as the lack of a centralized information space and inefficient processes. A knowledge base was created in Confluence, which was integrated into the virtual assistant to provide responses based on internal information. A webhook was implemented to connect DialogFlow with Jenkins and other services, enabling process automation. Additionally, an integration component was developed to make the assistant accessible from Microsoft Teams. Despite time constraints and internal policies, feedback from customer care users has been positive, highlighting the accuracy of responses and the utility of automation functions.