Los chatbots en la gestión de la comunicación de las empresas del Ecuador. Caso de estudio sector financiero: cooperativas de ahorro y crédito

Abstract

Abstract: Currently, chatbots are of great importance for companies in both, the public and private sectors, these help answer different questions from clients and future clients. This service is available 24 hours a day, 7 days a week, these can be hosted in website, Facebook, WhatsApp, Telegram and Instagram, so this research aims to collect information and analyze chatbots in the communication management of savings and credit cooperatives in Ecuador. In this study, the qualitative methodology was used to check if a chatbot can establish a stable conversation with people, to the limit of being face-to-face. As a result of the investigation, it is known that chatbots in savings and credit cooperatives do not function as a communication channel, but rather as a transactional channel that helps customers to perform different services, offering an automatic response.Finalmente, se concluyó que las empresas deben implementar más servicios en el chatbot, se desprenderá un aporte para mejorar el uso de este recurso tecnológico, luego de los datos obtenidos, asimismo las conclusiones y recomendaciones para mejorar el servicio.