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Chatbots no suporte ao cliente: o assistente virtual do MobiCascais
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Orientador(es)
Resumo(s)
Dada a crescente evolução do número de dispositivos móveis, bem como a sua generalização na vida
quotidiana, aliado ao crescente uso das aplicações de mensagens e aos avanços da inteligência
artificial nos últimos anos, mostra-se incontornável o investimento no desenvolvimento de soluções
móveis, que possibilitem facilitar e agilizar as tarefas do dia-a-dia.
O uso dos chatbots têm vindo a ganhar algum destaque em diversas áreas de serviços,
nomeadamente no serviço de suporte ao cliente, apresentando-se como uma ferramenta de
otimização e de eficiência devido à sua capacidade de resposta a diversos pedidos de diversos
clientes em simultâneo e em tempo real 24/7.
Apesar desta tecnologia ainda se encontrar em fase intermédia de desenvolvimento, dá já mostras
claras e inequívocas das suas potencialidades. Esta é já claramente uma opção a ter em conta, por
parte das organizações que necessitam de um serviço de suporte ao cliente, como fator de satisfação
dos seus parceiros, em horários alargados (24/7) e a custos de implementação e utilização
controlados.
O presente projeto, desenvolvido no âmbito da tese de mestrado em parceria com a empresa Cascais
Próxima, visa o desenvolvimento e implementação de uma solução de chatbot (MobiBot) para o
serviço de suporte ao cliente do MobiCascais. Pretende-se assim, avaliar se a solução MobiBot
representa uma boa opção de complemento para serviço de suporte ao cliente do MobiCascais na
ótica do utilizador e empresa.
Numa fase inicial, foi feito o enquadramento do tema partindo do estado de arte do serviço de
suporte ao cliente do MobiCascais e especificando o serviço de mobilidade suave do bike sharing,
encontrando-se assim a base de fundamento para a o desenvolvimento e implementação desta
solução.
Das diversas reuniões com alguns departamentos da empresa Cascais Próxima, possibilitou a análise
de requisitos e consequentemente a clarificação do âmbito do projeto.
Na fase posterior, foi realizada uma revisão de literatura visando alargar o conhecimento e apoiar o
projeto nas suas diversas vertentes, como a escolha da plataforma para o desenvolvimento, métricas
que permitam avaliar o desempenho do MobiBot, estratégia para desenvolver e acompanhar a
evolução do MobiBot, entre outros temas.
Seguidamente, foi estruturada a metodologia de trabalho para todo o projeto, passando para o
desenho da arquitetura e desenvolvimento do MobiBot que teve em conta os diferentes
componentes a integrar, assim como a forma destes interagirem entre si.
A fase seguinte consistiu no teste de usabilidade e análise do mesmo, para implementação de
melhorias no MobiBot, antes que este fosse implementado na App do MobiCascais.
Na fase de implementação e teste, foi dada a oportunidade aos utilizadores do MobiCascais de
interagirem com a solução nos seus pedidos de suporte, gerando assim, registos destas interações
que posteriormente foram analisadas com o objetivo de validar a utilidade do MobiBot na relação
utilizadores / serviço de suporte ao cliente do MobiCascais. Deste modo, conclui-se que o MobiBot realizou com elevado sucesso as tarefas dentro do âmbito
para o qual foi desenhado. Dada a verificação na diminuição das chamadas para o canal tradicional
de telefone do serviço de suporte ao cliente do MobiCascais, confirmou-se ainda, o elevado valor
acrescentado desta solução.
Este projeto abre espaço para novos desenvolvimentos futuros, quer na ampliação do âmbito de
ação do MobiBot, quer na qualidade do seu serviço.
Palavras-chave: Suporte ao cliente, Chatbots, Métricas, Qualidade do serviço, Dialogflow, Processo
de design, Teste de usabilidade, Fluxo de conversa, Comunicação.
Due to the growing number of mobile devices, as well as its generalization in daily life, combined with the increasing use of messaging applications and the advances in artificial intelligence during the last years, an investment in the development of solutions, which may facilitate and accelerate the resolution of the daily tasks, is almost mandatory. The use of chatbots has been gaining some prominence in several service areas, namely in customer support service, presenting itself as an optimal and efficient tool, due to its ability to respond to several requests from different customers simultaneously and in real time 24 / 7. Although this technology is still in an intermediate stage of development, it shows already evident and unequivocal potentials. This is clearly an option to be taken into account by organizations, which need an customer support service as a factor of satisfaction for their partners, in an extended timeframe (24/7) and under controlled implementation and use costs. This project, developed as part of the master's thesis in partnership with Cascais Próxima, aims to develop and implement a chatbot solution (MobiBot) for the customer support service of the MobiCascais. It is intended to evaluate if the MobiBot solution really represents a good complement to the customer support service of the MobiCascais, from the perspective of the user and the company. In an initial phase, the theme was defined based on the state-of-the-art of the customer support service of the MobiCascais and specifying the bikesharing service, finding that way the base for the development and implementation of this solution. From several meetings with some departments of Cascais Próxima, it was enabled the analysis of requirements and consequently the clarification of the scope of the project. In the subsequent phase, a literature review was carried out in order to expand the knowledge and support the project in its several aspects, such as the choice of the platform for its development, metrics that allow assessing the performance of MobiBot, the strategy to developing and monitoring the evolution of MobiBot , among other topics. Then, it was structured the working methodology for the entire project, moving on to the architecture of its design and development of the MobiBot, which considered the different components to be integrated, as well as the way they interact between each other. The phase after consisted in testing and analysing its usability, to implement the improvements in the MobiBot, before it was implemented in the MobiCascais App. In the implementation and testing phase, it was given the opportunity to some users from the MobiCascais to interact with the solution by their support requests, generating that way records of these interactions, which were analysed later in order to validate the usefulness from the MobiBot in the user / customer support service relationship from the MobiCascais. Therefore, it was concluded that MobiBot carried out with great success, the tasks within the scope for which it was designed. Due to the decrease in calls to the traditional telephone channel of the customer support service from MobiCascais, it also confirmed the add value of this solution. This project creates space for new future developments, both in expanding the scope of works from MobiBot as well as the quality of its service. Keywords: Customer support, Chatbots, Metrics, Service quality, Dialogflow, Design process, usability testing, Conversation flow, Communication.
Due to the growing number of mobile devices, as well as its generalization in daily life, combined with the increasing use of messaging applications and the advances in artificial intelligence during the last years, an investment in the development of solutions, which may facilitate and accelerate the resolution of the daily tasks, is almost mandatory. The use of chatbots has been gaining some prominence in several service areas, namely in customer support service, presenting itself as an optimal and efficient tool, due to its ability to respond to several requests from different customers simultaneously and in real time 24 / 7. Although this technology is still in an intermediate stage of development, it shows already evident and unequivocal potentials. This is clearly an option to be taken into account by organizations, which need an customer support service as a factor of satisfaction for their partners, in an extended timeframe (24/7) and under controlled implementation and use costs. This project, developed as part of the master's thesis in partnership with Cascais Próxima, aims to develop and implement a chatbot solution (MobiBot) for the customer support service of the MobiCascais. It is intended to evaluate if the MobiBot solution really represents a good complement to the customer support service of the MobiCascais, from the perspective of the user and the company. In an initial phase, the theme was defined based on the state-of-the-art of the customer support service of the MobiCascais and specifying the bikesharing service, finding that way the base for the development and implementation of this solution. From several meetings with some departments of Cascais Próxima, it was enabled the analysis of requirements and consequently the clarification of the scope of the project. In the subsequent phase, a literature review was carried out in order to expand the knowledge and support the project in its several aspects, such as the choice of the platform for its development, metrics that allow assessing the performance of MobiBot, the strategy to developing and monitoring the evolution of MobiBot , among other topics. Then, it was structured the working methodology for the entire project, moving on to the architecture of its design and development of the MobiBot, which considered the different components to be integrated, as well as the way they interact between each other. The phase after consisted in testing and analysing its usability, to implement the improvements in the MobiBot, before it was implemented in the MobiCascais App. In the implementation and testing phase, it was given the opportunity to some users from the MobiCascais to interact with the solution by their support requests, generating that way records of these interactions, which were analysed later in order to validate the usefulness from the MobiBot in the user / customer support service relationship from the MobiCascais. Therefore, it was concluded that MobiBot carried out with great success, the tasks within the scope for which it was designed. Due to the decrease in calls to the traditional telephone channel of the customer support service from MobiCascais, it also confirmed the add value of this solution. This project creates space for new future developments, both in expanding the scope of works from MobiBot as well as the quality of its service. Keywords: Customer support, Chatbots, Metrics, Service quality, Dialogflow, Design process, usability testing, Conversation flow, Communication.
Descrição
Project Work presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
Palavras-chave
Suporte ao cliente Chatbots Métricas Qualidade do serviço Dialogflow Processo de design Teste de usabilidade Fluxo de conversa Comunicação Customer support Metrics Service quality