Desarrollo de un chatbot para automatizar el proceso de reserva de citas del centro de terapias alternativas Dharana.

Abstract

The objective of this work was the development of a chatbot to automate the appointment booking process of the Dharana therapy center, together with a web application aimed to the management of company information. It was developed with the agile Scrum methodology, oriented to software development. The project was handled under 6 technical stories and 26 user stories, grouped into 6 sprints, with 219 hours of work. The developed software was subject to efficiency measurement, considering 2 indicators according to the ISO 25010 standard: Temporal behavior, based on a comparative analysis of the times of the processes before and after using the system, and the use of resources (RAM and CPU), using the task manager. The measurement shows a significant difference in the times in carrying out the manual processes compared to the automated one. A pre- and post-test was performed for 2 samples, obtaining a difference of 196.07 seconds with the Student's T-test on appointment management times, and the Wilcoxon signed-rank test on patient management times, a difference of 251.6 seconds. Regarding the use of computational resources, an average consumption of RAM of 219.75 MB and 0.68% of CPU was evidenced, figures attributed to the excellent efficiency of the system with a rating of 93.75%. Based on these figures, due to the system, it was possible to reduce the times of the processes that the company carries out in the management of patients and appointments. The implementation of hybrid frameworks is recommended in the future to implement the functions of the system in mobile applications and improve the interaction with its users with the conversational interface using artificial intelligence platforms hosted in the cloud.