Evaluación del impacto financiero en la aplicación de inteligencia artificial a procesos de servicio al cliente en Millenium BPO S.A

Abstract

The project seeks to evaluate the financial impact in the application of Artificial Intelligence tools to the campaigns of Millenium BPO S.A. that present customer service developments, in order to economically assess the level of organizational innovation, based on the monitoring and control of financial management indicators. The development of the project takes into account the logical framework procedure and the CRISP-DM data mining methodology, which allow establishing standard processes of information analysis in a viable and objective way. Then, qualitative and quantitative analysis tools are used to provide diagnostic strategies for technological developments. Finally, Business Intelligence software is used to graphically consolidate, through dynamic control panels, the financial performance of Artificial Intelligence applications on a daily and monthly basis. The proposed process monitoring tool is of value to the organization, to the extent that it has the potential to generate information that serves to question and analyze strategies related to the productive management of the developments, the proposals of automatic services offered to the market, the viability and profitability of the applications, among other new approaches that can be contemplated with the management of the available information and its subsequent transition to useful knowledge in decision making.