Automação com inteligência artificial: análise de uma empresa provedora de plataforma de chatbot com IA

Abstract

From the 21st century onwards, there was a great technological advance allowing the accelerated growth of AI, which occurred through the evolution of more complex algorithms and the processing capacity of computers. AI enables computers to see, understand, and translate spoken and written languages, analyze data, make recommendations, among other capabilities. The objective of this work is to present the implementation steps of the chatbot platform, how communication between support and customers occurs, and the role of AI in this process. This is a qualitative and exploratory research that adopted the case study method. The data collection was based on information from the manuals of the company studied and an interview with the Team Leader, conducted via voice. The main results include the presentation of the company “Inovar Tecnologia”, the process of client acquisition until the implementation stage, the Customer Success Manual, interaction between the client and the Service Desk, and a SWOT analysis showing the advantages and disadvantages of adopting a chatbot platform. It is concluded that the company achieved success in its implementation process, as there were more advantages than disadvantages for clients adopting the platform within their organizations. However, it is believed that further studies are necessary to determine whether all companies share the same perception of advantages and disadvantages and whether their clients have the same perception of errors that occurred.