Virtual assistants and the quality of service to the customer

Authors

  • Guido Trujillo Valdiviezo Universidad César Vallejo
  • Desmond Mejía Ayala Universidad César Vallejo
  • Lino Rodríguez Alegre Universidad César Vallejo

DOI:

https://doi.org/10.37467/revtechno.v13.4816

Keywords:

Customer, Empathy, Innovation, Quality of service, Reliability, Technology, Virtual assistants

Abstract

In an environment characterized by relentless technological development, ICTs have disrupted the way people communicate and interact. Virtual assistants, by automating customer service processes, minimize the intervention of people, reducing resources of business entities. Likewise, they manage to strengthen their position in the market by adding value to their portfolio, and in this way, they manage to increase the relationship with customers. It is concluded that virtual assistants positively influence customer service, since it was possible to improve indicators such as empathy, reliability in service and responsiveness.

References

Adamopoulou E. & Moussiades L. (2020). An Overview of Chatbot Technology. Springer Link. https://link.springer.com/chapter/10.1007/978-3-030-49186-4_31

Ahmad N., Hafiz M., Zainal A. (2018). Review of Chatbots Design Techniques. ResearchGate, 155(2), 176–183.https://www.researchgate.net/profile/Nahdatul-Akma-Ahmad/publication/327097910_Review_of_Chatbots_Design_Techniques/links/5b77cf3e4585151fd11cd905/Review-of-Chatbots-Design-Techniques.pdf

Alhadlaq, I. (2016). How Technology Influences Communication. International Journal of Scientific & Engineering Research, 7, 960-963.

Almurshidi, S. (2018). Expert System for Diagnosing Breast Cancer (Tesis de grado). Universidad Al-Azhar de Ghaza.

Arana, C. (2021). Inteligencia Artificial Aplicada a la Educación. Logros, Tendencias y Perspectivas. INNOVA UNTREF, 1 (17).

Aza, & Muha, & Ahmad, Nahdatul Akma. (2018). Review of Chatbots Design Techniques. International Journal of Computer Applications, 181, 7-10. DOI: https://doi.org/10.5120/ijca2018917606

Bentlage, E., Ammar, A., How, D., Ahmed, M., Trabelsi, K., Chtourou, H., y Brach, M. (2020). Practical Recommendations for Maintaining Active Lifestyle During the COVID-19 Pandemic: A Systematic Literature Review. International journal of environmental research and public health, 17(17), 62-65. https://doi.org/10.3390/ijerph17176265 DOI: https://doi.org/10.3390/ijerph17176265

Ecosistema HUAWEI (30/05/2018). Cómo se levanta uno e inventa la IA en 1956 https://ecosistemahuawei.xataka.com/como-se-levanta-uno-e-inventa-la-ia-en-1956/

Eggar C. (09/07/2021). The healthcare chatbots market by revenue is expected to grow at a CAGR of 27.17% during the period 2020–2026. UNTREF. https://acortar.link/Ngy4wG

Harris, R. (2016). The Advantages and Disadvantages of Chatbots. App Developer Magazine. https://appdevelopermagazine.com/the-advantages-and-disadvantages-of-chatbots/

He, W., Zhang, Z., y Li, W. (2021). Information Technology Solutions, Challenges, and Suggestions for Tackling the COVID-19 Pandemic. International Journal of Information Management, 57, 102-287. https://doi.org/10.1016/j.ijinfomgt.2020.102287 DOI: https://doi.org/10.1016/j.ijinfomgt.2020.102287

Haug, N., Geyrhofer, L., Londei, A., Dervic, E., Desvars-Larrive, A., Loreto, V., Pinior, B., Thurner, S., & Klimek, P. (2020). Ranking the Effectiveness of Worldwide COVID-19 Government Interventions. Nature Human Behaviour, 4(12), 1303-1312. https://doi.org/10.1038/s41562-020-01009-0 DOI: https://doi.org/10.1038/s41562-020-01009-0

Hernández, R., Fernández, C., Baptista, P. (2010). Metodología de la Investigación. Editorial McGraw Hill Interamericana

Judson, T. J., Odisho, A. Y., Young, J. J., Bigazzi, O., Steuer, D., Gonzales, R., & Neinstein, A. B. (2020). Implementation of a Digital Chatbot to Screen Health System Employees During the COVID-19 Pandemic. Journal of the American Medical Informatics Association, 27(9), 1450-1455. https://doi.org/10.1093/jamia/ocaa130 DOI: https://doi.org/10.1093/jamia/ocaa130

Jackson, C. (2019). Introduction to Artificial Intelligence. Dover.

Jara, I-, y Ochoa J. (2020). Usos y efectos de la inteligencia artificial en educación. BID. DOI: https://doi.org/10.18235/0002380

Kaplan, A., & Haenlein, M. (2018). Siri, Siri, in my hand: Who’s the fairest in the land? On the interpretations, illustrations, and implications of artificial intelligence. Fresno, C. (ed.), Business Horizon 1521, 1-11. DOI: https://doi.org/10.1016/j.bushor.2018.08.004

León, G., y Viña S. (2017). La inteligencia artificial en la educación superior. Oportunidades y amenazas. Innova research journal, 2 (8), 412-422. 10.33890/innova.v2.n8.1.2017.399. DOI: https://doi.org/10.33890/innova.v2.n8.1.2017.399

Lu, H., Li, Y., Chen, M., Kim, H., y Serikawa, S. (2017). Brain Intelligence: Go beyond Artificial Intelligence. Mobile Networks and Applications, 23(2), 368–375. DOI: https://doi.org/10.1007/s11036-017-0932-8

Mark F. (2017). The new era of Chatbots. HoldMe, 155(2), 176–183. https://medium.com/@holdmeio/the-new-era-of-chatbots-b15ddd327f44

Mordor intelligence (2021) Global chatbot market - growth, trends, covid-19 impact, and forecasts (2022 - 2027) https://www.mordorintelligence.com/industry-reports/global-chatbot-market DOI: https://doi.org/10.1016/j.focat.2021.08.004

Posada, R., Peña, N., & Aguilar, O. (2020). Resultados generales del estudio de Innovación e industria 4.0 en las micro y pequeñas empresas en América Latina. In Cuhátemoc, O., Peña, B. y Posadas, F. (Ed.), Innovación e industria 4.0 en las micro y pequeña empresas en América Latina (pp. 13-20).

Shumanov M., & Johnson L. (2021). Making conversations with chatbots more personalized. Science Direct, 20(1), 41-46. https://www.sciencedirect.com/science/article/abs/pii/S0747563220303745 DOI: https://doi.org/10.1016/j.chb.2020.106627

The Verge. (12/ 04/2016). Messenger and WhatsApp process 60 billion messages a day, three times more than SMS. https://www.theverge.com/2016/4/12/11415198/facebook-messenger-whatsapp-number-messages-vs-sms-f8-2016

Downloads

Published

2023-02-28

How to Cite

Trujillo Valdiviezo, G. ., Mejía Ayala, D., & Rodríguez Alegre, L. . (2023). Virtual assistants and the quality of service to the customer. TECHNO REVIEW. International Technology, Science and Society Review /Revista Internacional De Tecnología, Ciencia Y Sociedad, 13(4), 1–10. https://doi.org/10.37467/revtechno.v13.4816

Issue

Vol. 13 No. 4 (2023): Monograph: "Technology that advances the future"

Section

Research Articles (Special Issue)

License

Those authors who publish in this journal accept the following terms:

  1. Authors will keep the moral right of the work and they will transfer the commercial rights.
  2. After 1 year from publication, the work shall thereafter be open access online on our website, but will retain copyright.
  3. In the event that the authors wish to assign an Creative Commons (CC) license, they may request it by writing to publishing@eagora.org