Chatbot clasificador de incidentes en aplicaciĆ³n de pagos
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Archivos
Fecha
2020
Autores
Profesor/a GuĆa
Facultad/escuela
Idioma
es
TĆtulo de la revista
ISSN de la revista
TĆtulo del volumen
Editor
Universidad AndrƩs Bello
Nombre de Curso
Licencia CC
Licencia CC
Resumen
La tesis presentada, abarca el desarrollo de un chatbot clasificador de incidentes en una aplicaciĆ³n de pago. Teniendo por objetivo, la agilizaciĆ³n en el tratamiento de los problemas que posean los usuarios finales en el uso de dicha aplicaciĆ³n, ademĆ”s de contribuir a la formalizaciĆ³n en el tratamiento de incidentes. Entendiendo por incidente, todo aquel problema que se genera en el uso de la aplicaciĆ³n o las consecuencias de dicho uso. La formalizaciĆ³n viene estrictamente dada por la utilizaciĆ³n de canales oficiales para transmitir, como lo son el correo electrĆ³nico institucional, asĆ como tambiĆ©n la pĆ”gina web destinada a la aplicaciĆ³n. Concentrando la informaciĆ³n proveniente tanto de los actores resolutores del problema, como la entregada por el usuario final al momento de ingresar el problema que posee con la aplicaciĆ³n. La clasificaciĆ³n del incidente permite una automatizaciĆ³n en la transmisiĆ³n de la informaciĆ³n, donde el estudio prevĆ© que se ahorrarĆ”n tiempos atribuidos a la transmisiĆ³n mediante actores humanos. Permitiendo, una expansiĆ³n futura, al ser contenido dentro de un chatbot, de respuestas automĆ”ticas que permitan eventualmente resolver de manera Ć”gil el problema del usuario final. Esta clasificaciĆ³n viene dada por un algoritmo no supervisado, K-Means, de aprendizaje de mĆ”quina.
The following thesis contains the development of a classifier chatbot of incidents for a payment application. The main objective itās a fastest treatment of issues that the end-user has with the application. Also, it helps in the formalization of issues treatment. Understanding for issues, any problem thatās its generated by the application or as a consequence of its use. The formalization is strictly given using official channels like the corporate mail or the webpage of the application, to transmit and concentrate the information coming from the problem-solving actors or from the end-user at the moment that they send their issues.The classification of the incident allows an automation in the transmission of information, where the studies indicates that it could reduce the waiting times generated by human factor and allowing a future expansion with the chatbot. For example, having the feature to give an automatic answer, solving immediately the userās troubles. This classification comes from the non-supervised algorithm K-Means.
The following thesis contains the development of a classifier chatbot of incidents for a payment application. The main objective itās a fastest treatment of issues that the end-user has with the application. Also, it helps in the formalization of issues treatment. Understanding for issues, any problem thatās its generated by the application or as a consequence of its use. The formalization is strictly given using official channels like the corporate mail or the webpage of the application, to transmit and concentrate the information coming from the problem-solving actors or from the end-user at the moment that they send their issues.The classification of the incident allows an automation in the transmission of information, where the studies indicates that it could reduce the waiting times generated by human factor and allowing a future expansion with the chatbot. For example, having the feature to give an automatic answer, solving immediately the userās troubles. This classification comes from the non-supervised algorithm K-Means.
Notas
Tesis (Ingeniero Civil InformƔtico)
Palabras clave
TecnologĆa de la InformaciĆ³n, AdministraciĆ³n de Recursos de InformaciĆ³n