Implementación de un chatbot conversacional basado en mesa de ayuda para soporte de clientes a través de MICROSOFT TEAMS en la empresa BUSINESS IT

Abstract

The objective of this curriculum integration work was to implement a conversational chatbot based on help desks for customer support through Microsoft Teams in the company Business IT, for which we identified the currently existing processes in the customer support service through an interview with the staff of the Commercial Department. Likewise, we utilized technologies such as Bot Framework which are very useful for the construction, development, testing and connection of the chatbot, utilizing cloud hosting through Microsoft Azure. Regarding the appropriate methodologies, we utilized Scrumban to implement the conversational flows focused on software development, easily adapting to customer needs, and within it the Quark methodology, focused on the creation of the chatbot, obtaining a model of user-chatbot interactions from the identified processes. Once the chatbot was implemented in Teams, we evaluated the efficiency of each process, obtaining a total average of 87.5%, between RAM memory utilization, processor usage and response times, obtaining a reduction of 248 minutes from the traditional 250 minutes. In addition, we determined an availability of 100% of the chatbot with the advantage of having all 5 availability zones ready to respond to the service. We concluded that the implementation of the conversational chatbot implemented in Teams is efficient with a decrease of more than 99% of the traditional response time and has an optimal 24/7 availability to respond to customer support service. We recommend Chatbot maintenance in order to optimize the information and to handle it according to the new benefits of cloud computing in current times.