Prototipo de componente para el análisis de interacciones con bots conversacionales a través del procesamiento del lenguaje natural. caso de estudio: negocios regionales de falabella financiero

Abstract

This document offers a solution to the efficiency problem in customer service channels via chat, supported by conversational chatbots, using the challenges faced by Falabella Financiero businesses as a case study. It begins with an enterprise architecture analysis, thoroughly examining the problem to establish a solution presented through a prototype. The prototype illustrates the application of a software architecture for real-time analysis of interactions within the system, utilizing Natural Language Processing (NLP) techniques. This not only generates a support artifact (infographic) for human agents but also enables significant analytical capabilities for pattern detection, providing businesses with greater observability, control, and immediate response abilities to typical operational issues. Together, these factors contribute to offering a better customer experience.