Propuesta técnica para la implementación de un asistente virtual con IA para brindar ayuda tecnológica en EP PRETROECUADOR.

Abstract

Abstract: The high expense of outsourcing technological services from EP PETROECUADOR, added to delay in attention and limited hours, drove the need for savings, efficiency and opportunity for innovation through the construction of a virtual assistant with AI to interact with EP PETROECUADOR employees who require technological services, a systematic search and descriptive analysis of all tickets from the year 2024 were carried out to determine the initially viable services and apply the conversational design methodology in Microsoft Copilot Studio, at the same time as enabled an environment with all the generative AI capabilities with a GPT engine for conversations and together with the business Knowledge Base, the PETROassist prototype was created with metrics measurement and can be used on computers and mobile phones with the Microsoft Teams application and Teams app, respectively, which allows us to conclude that the proposed solution meets the initially stated intentions, such as consulting the most demanded technological services in EP PETROECUADOR directly in the agent, which saves time and resources for telephone service.