Chatbot para servicio de atención al cliente para el emprendimiento Genii_News enfocado en responder a preguntas frecuentes de los usuarios.

Abstract

Abstract: The main objective of this study is to develop a chatbot for customer service within the Genii_News venture. The proposed system is designed to efficiently respond to users frequently asked questions. Given the growing demand for immediate assistance in digital environments, the use of artificial intelligence based conversational interfaces has become a strategic solution for optimizing communication between customers and businesses. The proposed chatbot employs natural language processing techniques to interpret user queries, providing clear and timely responses related to the services and products offered by Genii_News. In this way, the system aims to enhance the user experience by reducing response times and alleviating the operational workload associated with customer support. The development process includes identifying user needs, collecting recurrent queries, designing the conversational protocol, building a knowledge base, and implementing the chatbot in a testing environment. Additionally, a usability analysis is conducted using a system evaluation scale to measure ease of use and end-user satisfaction. The expected results seek to demonstrate improvements in service efficiency and to confirm the feasibility of chatbots as supportive tools for digital entrepreneurship, positioning Genii_News as an innovative initiative committed to continuous improvement and the adoption of intelligent technologies.