El CHATBOT para el soporte en la atención a estudiantes universitarios: Caso de estudio la carrera de computación de la UPS

Abstract

The current demands in society have forced universities to innovate their way of serving the public, for this reason the Chatbot has been applied at the Salesian Polytechnic University (UPS), applying artificial intelligence (AI), through technological platforms, allowing fluid attention to users, quickly. The resource has the name Upsito, since it is related to the name corresponding to the Interactive Salesian Polytechnic University. The general objective was to analyze the use of the Chatbot to support the UPS computing career, under a descriptive qualitative approach. For this, the interaction of the implemented resource was proposed, with the questions and possible answer options, considering the patterns of a possible conversation, with the human user. The results evidenced a better interaction between the UPS and the users, rapid responses to their demands, decongesting customer service, and preventing users from having to go to the institution to solve some of their needs. It was concluded that the Chatbot requires good technological support, as well as people who keep the platform used updated and that it is compatible with the different technological devices that are used in the market.