Implementación de un chatbot inteligente para automatización de solicitudes técnicas en el área de mesa de ayuda de la gobernación de Cundinamarca

Abstract

The Help Desk of the Government of Cundinamarca faced limitations in handling technical requests due to the lack of integration between communication channels, limited traceability of incidents, and the operational overload of support staff. This project presents the design and implementation of an intelligent chatbot based on conversational artificial intelligence, aimed at automating low complexity technical requests. The system was developed following Clean Architecture principles, leveraging the Gemini 2.5 Flash API for intent detection and natural language processing, and integrating OCR technologies for the automated validation of contractual documents. The chatbot was deployed as a functional prototype on the institutional WhatsApp channel, ensuring fast response times, standardized support processes, and a significant reduction in operational workload. The results demonstrate the feasibility of this solution to modernize institutional technical support processes, contributing to the digital transformation strategy and improving overall service efficiency.