Automatização do atendimento ao cliente: seleção, configuração e implantação de um chatbot em uma operadora de plano de saúde

Abstract

This work discusses the implementation of chatbot software in a healthcare company in the city of Toledo. The objective is to describe the stages and processes of selecting, configuring, and implementing the project. The study begins by presenting the motivation for adopting the tool, highlighting the challenges faced by the various departments of the company. It then details the requirement gathering necessary for researching and selecting a solution that meets the specific needs of the company, explaining the criteria that influenced the decision to hire the software. The thesis also includes a description of the chatbot's features and how it operates, along with an analysis of the process of creating and developing the structure within the chosen platform. Crucial aspects of development are discussed, such as defining service hour rules, creating customized menus for different types of clients, and making necessary adaptations to meet the project's requirements. Finally, the study presents the results obtained after implementing the chatbot, including graphs of platform access and customer satisfaction levels with the provided service. The thesis concludes by highlighting the benefits achieved with the tool's implementation, as well as the limitations encountered during the process.