Asistente conversacional (chatbot) basado en un sistema de gestión de conocimientos para atención a los clientes de la empresa Aceros Industriales HGB

Abstract

Currently companies have chosen to implement computer applications that are based on artificial intelligence (AI) that allow simulating conversations, these applications have taken an impact on society, since they provide automatic answers to frequently asked questions. Maintaining communication with customers is essential for companies so giving answers through instant messaging channels is important for them. For the development of this project, a chatbot conversational assistant was developed to give attention to the customers of the Aceros Industriales HGB Company in a more agile and simple way. The chatbot allows the customer to ask frequently asked questions, search for products, request quality certificates, advice and download the product catalog. The project has been developed on the Dialogflow platform that allowed the creation of the agent and training, in addition Dialogflow allowed the integration of its own webhook that was developed in Flask a micro framework written in Python that allows to create web applications where one of its methods is the connection with the NoSQL database MongoDB Atlas. The services were deployed on Heroku's cloud-based platform as a service (PaaS) platform as a service.