A conversational agent to assist users in public institutions of Ecuador
This project described in this dissertation is being carried out for the Ministry of Social and Economic Inclusion (MIES) of Ecuador based on its current problems. The de ciencies that government entities have to help their citizens with information and paperwork has exceeded their operational capacity. The MIES currently has a Marketing and Information department that is saturated with questions through channels such as call centers, information centers in their of- ces and social networks outside their o ce hours. In recent years there has been an increase in requests for information through digital channels such as its Facebook page, since internet access to places far from the big cities has increased. This has been seen as an opportunity for improvement by creating an chatbot agent that helps citizens 24 hours a day, 7 days a week. Most of the queries can be made through a query to their internal data and this allows the operational burden of the operators to be released to carry out management processes and not just information. Many public and private companies have resorted to using chatbots to help their users with simple information tasks. They have also relied on these technological tools to create registration and management functions. Today we can use chatbots development tools and platforms such as Dialog ow that allow to create chatbots in a manageable and scalable way according to needs. Facebook has multiple connection tools that allow it to integrate safely and e ciently with its platforms such as Facebook Messenger, allowing customers to create applications that will reach the majority of citizens who have internet access. Developing a chatbot agent can be a simple and straightforward task, but in which the remaining time must be invested in training and helping the chatbot agent to understand words or idioms of language used in di erent regions of the same country. In the development of a chatbot, the training cycle is constant and allows the chatbot to increase its ability to understand the ...