Desarrollo de un chatbot basado en inteligencia artificial para atención al cliente de la farmacia San Vicente del cantón Chambo.

Abstract

This work aimed to develop a chatbot based on artificial intelligence (AI) that favored customer service at the San Vicente pharmacy in the Chambo canton through its integration into a website and the Telegram messaging service. The methodology implemented for development was Scrum, which facilitated an agile and adaptable implementation, promoting continuous communication between developers and the pharmacy owner, ensuring that the product fits the user's needs perfectly. This interactive approach ensured the efficient and satisfactory development of the chatbot. The evaluation was carried out according to the ISO/IEC 25010 standard. To evaluate the sub-characteristics of this standard, we used a survey based on the CUQ questionnaire aimed at 81 clients of the San Vicente pharmacy. This survey allowed us to evaluate the usability of the chatbot, obtaining an average score of 87.6%. In this context, it is concluded that the "San VicenteBot" chatbot is highly usable and can potentially improve and address the problems identified in the San Vicente pharmacy. Finally, it is recommended that the AI model be updated to improve the chatbot's responses.