Desenvolvimento e aplicação de um Chatbot para auxiliar o atendimento ao cliente

• Autor(a) principal: Ghidini, Itamar
• Data de Publicação: 2018
• Outros Autores: Mattos, Winicius Wagner
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Universitário da Ânima (RUNA)
• Texto Completo: https://repositorio.animaeducacao.com.br/handle/ANIMA/11038
• topic: ChatBot; Arisa Nest; Inteligência artificial; Processamento de linguagem natural; Atendimento ao cliente

This work refers to the development of an automatic service tool, called ChatBot, for customer service in the company Conta Mínima, as well as the application of this tool to perform simple and direct customer service. The methodology is characterized by the applied research of qualitative approach of exploratory nature. A survey was carried out through scientific articles, books and blogs on the forms of service currently used in companies, front and back end modules, ChatBots platforms, Natural Language Processing, Artificial Intelligence and chatbots precursors. For development it was used in the front end HTML5, CSS3 and Angular JS, in the back end was used API REST JAVA. The knowledge base of the tool was implemented in the Arisa Nest virtual assistants platform, responsible for storing the contexts manually inserted by the team. The proposal is to implement a ChatBot in the client portal to perform the automated service, without human interference, to solve the simple doubts of the client. The research instrument used was a questionnaire using the Likert scale, where from the analysis of the values obtained can be a better understanding of the need to apply the tool in the environment in question and it was also possible to validate the data obtained with the tool implemented in the client portal. The results of the research show that there is a great agreement with the application of the tool in this environment, and of the benefits that it can bring with its implantation.