Chatbot para servicio de atención al cliente en la empresa de construcción y mantenimiento de sistemas eléctricos, electrónicos e Informáticos MGR CIA. LTDA.

Abstract

Abstract: The development of a Chatbot system for customer service is proposed for the company MGR Cía. Ltda., Which responds effectively to customer requirements, will be in charge of providing customer service from its website, providing company information and responding to requests for information that are requested. For the development, the IBM Cloud platform was used, and the services it provides such as Watson Assistant, Watson Conversation, Text to Speech, Speech to Text and Functions, through which a total integration and correct system functionality was achieved. For the connection with a database, Cloudant from IBM was used, which is a No SQL database based on documents, this allowed the process of registering conversations in a backend without a server. Finally, the SUS (System Usability Scale) questionnaire was adapted to evaluate the usability criteria of the mobile application, the score obtained was 80/100, with an adjective rating excellent.