A proposta de um chatbot para e-commerce
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Tipo de documento: | Trabalho de conclusão de curso |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Monografias da UFMT |
Texto Completo: | http://bdm.ufmt.br/handle/1/3246 |
Resumo: | Chatbots are modern tools to meet the need to employ automation in communication between e-commerce (electronic commerce) and the user. Chatbots are robots capable of maximizing sales, consulting new markets through customer satisfaction surveys, solving customer service problems and answering frequently asked questions. In addition, chatbots can reduce costs with teams that make contact with the customer while increasing the need for specialized labor. The growing demand for efficient customer service, along with the proliferation of social media platforms, should drive the chatbot market in the coming years"(GRAND VIEW RESEARCH, 2020). The objective of this work is to propose, develop and apply a chatbot as auxiliary tool in an e-commerce and later analyze the behavior and infer how concisely the dialogue was conducted. The central idea is also to create a virtual guide on a sales site. In this guide, the user can ask questions about general doubts about the operation of the platform, website products and other peculiarities that involve commerce. This work used frameworks and development kits, such as Dialoflow, Glitch and WhatsBot. To assess the behavior and assertiveness of the proposed chatbot prototype, a survey of expected questions and answers, that is, with the intention of creating a confusion matrix capable of mapping the errors and successes in the charbot responses and thus having an evaluation metric. The true positive rate (correct questions or sensitivity) of the proposed final model was 93.55%. It was numerically inferred through the evaluation metrics that the chatbot improves its specificity rate (rate of false positives, or unexpected responses) as we add more training phrases to each registered intent. For future works, it can be suggested the implementation of an expansion of the virtual guide also for sales. In addition to bringing more profits to the company under study, a sales chatboot is capable of generating more data for qualitative analysis. In this work, in addition to the analysis of assertiveness through quantitative methods (errors and successes of the questions asked to the chatbot), the satisfaction of the user and owners was studied. In these areas, according to the users themselves, the proposed model also proved to be effective, friendly and promising. |
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A proposta de um chatbot para e-commerceCNPQ::ENGENHARIASChatbotBotComércio onlineProcessamento de linguagem naturalDialogflowChatbotE-commerceNatural language processingDialogflowChatbots are modern tools to meet the need to employ automation in communication between e-commerce (electronic commerce) and the user. Chatbots are robots capable of maximizing sales, consulting new markets through customer satisfaction surveys, solving customer service problems and answering frequently asked questions. In addition, chatbots can reduce costs with teams that make contact with the customer while increasing the need for specialized labor. The growing demand for efficient customer service, along with the proliferation of social media platforms, should drive the chatbot market in the coming years"(GRAND VIEW RESEARCH, 2020). The objective of this work is to propose, develop and apply a chatbot as auxiliary tool in an e-commerce and later analyze the behavior and infer how concisely the dialogue was conducted. The central idea is also to create a virtual guide on a sales site. In this guide, the user can ask questions about general doubts about the operation of the platform, website products and other peculiarities that involve commerce. This work used frameworks and development kits, such as Dialoflow, Glitch and WhatsBot. To assess the behavior and assertiveness of the proposed chatbot prototype, a survey of expected questions and answers, that is, with the intention of creating a confusion matrix capable of mapping the errors and successes in the charbot responses and thus having an evaluation metric. The true positive rate (correct questions or sensitivity) of the proposed final model was 93.55%. It was numerically inferred through the evaluation metrics that the chatbot improves its specificity rate (rate of false positives, or unexpected responses) as we add more training phrases to each registered intent. For future works, it can be suggested the implementation of an expansion of the virtual guide also for sales. In addition to bringing more profits to the company under study, a sales chatboot is capable of generating more data for qualitative analysis. In this work, in addition to the analysis of assertiveness through quantitative methods (errors and successes of the questions asked to the chatbot), the satisfaction of the user and owners was studied. In these areas, according to the users themselves, the proposed model also proved to be effective, friendly and promising.Chatbots são ferramentas modernas para atender a necessidade de empregar uma automação na comunicação entre o e-commerce (comércio eletrônico) e o usuário. Chatbots são robôs capazes de maximizar vendas, consultar novos mercados através de pesquisas de satisfação de clientes, resolver problemas de atendimento ao consumidor e responder perguntas frequentes. Além disso, os chatbots podem reduzir custos com equipes que contactam o cliente ao passo que aumentam a necessidade de mão de obra especializada. A crescente demanda por atendimento ao cliente eficiente, juntamente com a proliferação de plataformas de mídia social, deve impulsionar o mercado de chatbots nos próximos anos"(GRAND VIEW RESEARCH, 2020). O objetivo deste trabalho é propor, desenvolver e aplicar um chatbot como ferramenta auxiliar em um e-commerce e posteriormente analisar o comportamento e inferir quão concisamente o dialogo conduziuse. A ideia central também é realizar um guia virtual sobre um site de vendas. Neste guia o usuário poderá realizar perguntas sobre dúvidas gerais do funcionamento da plataforma, produtos do site e demais peculiaridades que envolvem o comércio. Este trabalhou utilizou-se de frameworks e kits de desenvolvimento, tais como Dialoflow, Glitch e WhatsBot. Para aferir o comportamento e assertividade do protótipo de chatbot proposto, foi feito um levantamento de perguntas e respostas esperadas, isto é, com intuito de criar uma matriz de confusão capaz de mapear os erros e acertos nas respostas do chatbot e assim ter uma métrica de avaliação. A taxa de verdadeiros positivos (perguntas corretas ou a sensibilidade) do modelo final proposto foi de 95,77%. Inferiu-se numericamente através das métricas de avaliação que, o chatbot melhora sua taxa de especificidade (taxa de falso positivos, ou respostas inesperadas) conforme adicionamos mais frases de treinamento a cada intent cadastrada. Para trabalhos futuros, pode-se sugerir a implementação de uma expansão do guia virtual também para as vendas. Além de trazer mais lucros para a empresa objeto de estudo, um chatbot de vendas é capaz de gerar maior quantidade de dados para análises qualitativas. Neste trabalhamos além da análise de assertividade através de métodos quantitativos (erros e acertos das perguntas feitas ao chatbot) estudou-se a satisfação do usuário e proprietários. Nestes quesitos, segundo os próprios usuários, o modelo proposto também se mostrou eficaz, amigável e promissor.Universidade Federal de Mato GrossoBrasilInstituto de Engenharia – Várzea GrandeUFMT CUVG - Várzea GrandeEngenharia de Computação - CUVGGuarienti, Gracyeli Santos Souza035.734.471-55http://lattes.cnpq.br/0747970997222751Guarienti, Gracyeli Santos Souza035.734.471-55http://lattes.cnpq.br/0747970997222751Teixeira, Raoni Florentino da Silva011.588.671-07http://lattes.cnpq.br/5079017129840047Bezerra, Diogo Henrique Duarte067.952.904-76http://lattes.cnpq.br/7941421723739379Rezende, Rebeca Lameira de2023-07-07T21:27:13Z2023-07-032023-07-07T21:27:13Z2023-06-06info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/bachelorThesisinfo:eu-repo/semantics/datasetREZENDE, Rebeca Lameira de. A proposta de um chatbot para e-commerce. 2023. 38 f. Trabalho de Conclusão de Curso. (Graduação em Engenharia de Computação) - Universidade Federal de Mato Grosso. Faculdade de Engenharia, Cuiabá, 2023.http://bdm.ufmt.br/handle/1/3246porinfo:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Monografias da UFMTinstname:Universidade Federal de Mato Grosso (UFMT)instacron:UFMT2023-07-13T07:04:33Zoai:localhost:1/3246Biblioteca Digital de Monografiahttps://bdm.ufmt.br/PUBhttp://200.129.241.122/oai/requestopendoar:2023-07-13T07:04:33falseBiblioteca Digital de Monografiahttps://bdm.ufmt.br/PUBhttp://200.129.241.122/oai/requestbibliotecacentral@ufmt.br||opendoar:2023-07-13T07:04:33Biblioteca Digital de Monografias da UFMT - Universidade Federal de Mato Grosso (UFMT)false |
dc.title.none.fl_str_mv |
A proposta de um chatbot para e-commerce |
title |
A proposta de um chatbot para e-commerce |
spellingShingle |
A proposta de um chatbot para e-commerce Rezende, Rebeca Lameira de CNPQ::ENGENHARIAS Chatbot Bot Comércio online Processamento de linguagem natural Dialogflow Chatbot E-commerce Natural language processing Dialogflow |
title_short |
A proposta de um chatbot para e-commerce |
title_full |
A proposta de um chatbot para e-commerce |
title_fullStr |
A proposta de um chatbot para e-commerce |
title_full_unstemmed |
A proposta de um chatbot para e-commerce |
title_sort |
A proposta de um chatbot para e-commerce |
author |
Rezende, Rebeca Lameira de |
author_facet |
Rezende, Rebeca Lameira de |
author_role |
author |
dc.contributor.none.fl_str_mv |
Guarienti, Gracyeli Santos Souza 035.734.471-55 http://lattes.cnpq.br/0747970997222751 Guarienti, Gracyeli Santos Souza 035.734.471-55 http://lattes.cnpq.br/0747970997222751 Teixeira, Raoni Florentino da Silva 011.588.671-07 http://lattes.cnpq.br/5079017129840047 Bezerra, Diogo Henrique Duarte 067.952.904-76 http://lattes.cnpq.br/7941421723739379 |
dc.contributor.author.fl_str_mv |
Rezende, Rebeca Lameira de |
dc.subject.por.fl_str_mv |
CNPQ::ENGENHARIAS Chatbot Bot Comércio online Processamento de linguagem natural Dialogflow Chatbot E-commerce Natural language processing Dialogflow |
topic |
CNPQ::ENGENHARIAS Chatbot Bot Comércio online Processamento de linguagem natural Dialogflow Chatbot E-commerce Natural language processing Dialogflow |
description |
Chatbots are modern tools to meet the need to employ automation in communication between e-commerce (electronic commerce) and the user. Chatbots are robots capable of maximizing sales, consulting new markets through customer satisfaction surveys, solving customer service problems and answering frequently asked questions. In addition, chatbots can reduce costs with teams that make contact with the customer while increasing the need for specialized labor. The growing demand for efficient customer service, along with the proliferation of social media platforms, should drive the chatbot market in the coming years"(GRAND VIEW RESEARCH, 2020). The objective of this work is to propose, develop and apply a chatbot as auxiliary tool in an e-commerce and later analyze the behavior and infer how concisely the dialogue was conducted. The central idea is also to create a virtual guide on a sales site. In this guide, the user can ask questions about general doubts about the operation of the platform, website products and other peculiarities that involve commerce. This work used frameworks and development kits, such as Dialoflow, Glitch and WhatsBot. To assess the behavior and assertiveness of the proposed chatbot prototype, a survey of expected questions and answers, that is, with the intention of creating a confusion matrix capable of mapping the errors and successes in the charbot responses and thus having an evaluation metric. The true positive rate (correct questions or sensitivity) of the proposed final model was 93.55%. It was numerically inferred through the evaluation metrics that the chatbot improves its specificity rate (rate of false positives, or unexpected responses) as we add more training phrases to each registered intent. For future works, it can be suggested the implementation of an expansion of the virtual guide also for sales. In addition to bringing more profits to the company under study, a sales chatboot is capable of generating more data for qualitative analysis. In this work, in addition to the analysis of assertiveness through quantitative methods (errors and successes of the questions asked to the chatbot), the satisfaction of the user and owners was studied. In these areas, according to the users themselves, the proposed model also proved to be effective, friendly and promising. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-07-07T21:27:13Z 2023-07-03 2023-07-07T21:27:13Z 2023-06-06 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/publishedVersion info:eu-repo/semantics/bachelorThesis info:eu-repo/semantics/dataset |
format |
bachelorThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
REZENDE, Rebeca Lameira de. A proposta de um chatbot para e-commerce. 2023. 38 f. Trabalho de Conclusão de Curso. (Graduação em Engenharia de Computação) - Universidade Federal de Mato Grosso. Faculdade de Engenharia, Cuiabá, 2023. http://bdm.ufmt.br/handle/1/3246 |
identifier_str_mv |
REZENDE, Rebeca Lameira de. A proposta de um chatbot para e-commerce. 2023. 38 f. Trabalho de Conclusão de Curso. (Graduação em Engenharia de Computação) - Universidade Federal de Mato Grosso. Faculdade de Engenharia, Cuiabá, 2023. |
url |
http://bdm.ufmt.br/handle/1/3246 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.publisher.none.fl_str_mv |
Universidade Federal de Mato Grosso Brasil Instituto de Engenharia – Várzea Grande UFMT CUVG - Várzea Grande Engenharia de Computação - CUVG |
publisher.none.fl_str_mv |
Universidade Federal de Mato Grosso Brasil Instituto de Engenharia – Várzea Grande UFMT CUVG - Várzea Grande Engenharia de Computação - CUVG |
dc.source.none.fl_str_mv |
reponame:Biblioteca Digital de Monografias da UFMT instname:Universidade Federal de Mato Grosso (UFMT) instacron:UFMT |
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Biblioteca Digital de Monografias da UFMT |
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Biblioteca Digital de Monografias da UFMT |
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Biblioteca Digital de Monografias da UFMT - Universidade Federal de Mato Grosso (UFMT) |
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