Chatbots Analysis for the Creation of Automated Conversations in Real Time
Ana María Soriano Rodríguez, Karen Cornejo, Rodrigo Mejia, Manuel G. Cardona · 2022
In this paper we will be described some of the technologies use in chatbots to process the natural language and the creation of a basic Chatbot prototype based on Google technologies, also the economic impact of the implementation for the Business Process Outsourcing companies in El Salvador. The prototype was created with Dialogflow which is a natural language understanding platform that makes it easy to design and integrate a conversational user interface in different formats that can parse multiple types of input, including text or audio input. It can also respond in various ways, either through text or synthetic voice, and is also part of the conversational AI offering within GCP. The main objective of BPO companies is to reduce the costs of client companies and help them grow economically, through the optimization of time and resources of their business processes. Immersed in these business processes are customer service processes. Nowadays with existing technological advances, technology is part of people’s daily lives and is used to do work more efficiently and effectively. Currently there are machines that do activities that were previously performed by humans, with this it has been possible to improve productivity and existing processes within companies.