The Application of Artificial Intelligence for the Design of a Virtual Assistant (Chatbot) as an innovative approach in user service: Social Security Center No.102

Abstract

The "Social Security Center No.102" has a deficiency in customer service, which has caused problems such as low user satisfaction, bad reputation, long waiting times for answers and loss of customers. The objective of this project is to demonstrate that the design and implementation of a virtual assistant (Chatbot) optimizes the service to users of the organization. As for the design of the method, the research is considered mixed, applied and technological; and depending on the level of research, it is descriptive, explanatory, cross-sectional, non-experimental and field. A stratified population sample of 380 people was considered, to whom a "questionnaire" type data collection instrument was applied, consisting of 4 sections and 24 items.

Based on the results obtained, it was shown that the Chatbot improved efficiency by 64.4% and effectiveness by 63.1% in the provision of customer service to users.