Publicação
Ally - o Chatbot ao serviço da Deloitte
| Resumo: | From the beginning, humans have sought to develop tools that facilitate their work. From the first tools designed for hunting or agriculture, to the industrial revolution and the use of computers in the context of work or even personal life, one of the goals has been to improve the quality of life regarding the impact of work. In various areas, from banking, commerce, to health and customer support, it is quite common to see the presence of Chatbots to provide assistance in various functions. Whether it is for help with navigation, problem resolution, or even for the sale of a product, sometimes we don’t even notice it, but it’s there. The most common forms are an embedded Chatbot on a website or in a support chat. Using a tool like a Chatbot can be very useful in assisting the end customer, but not only that. In assisting with repetitive tasks that can be automated and due to its total availability, a Chatbot can allow for a decrease in the workload of employees in tasks that would have had to be manually performed by them in the past. With these tasks being performed automatically, employees can focus on something that truly requires their participation. This implementation will allow companies to save resources, particularly time and money, which can be applied to less automation-prone areas. With this goal in mind, Deloitte decided to support this dissertation by creating a project in the form of a proof of concept to obtain answers about whether a Chatbot with these functionalities would be useful within the company and if its integration into one of the preferred platforms, ServiceNow, would be feasible. Thus, it was proposed to develop the Chatbot integrated into ServiceNow, referred to by the platform as the Virtual Agent and as Ally on this project. |
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| Autores principais: | Rocha, Diogo Miguel Alves |
| Assunto: | Artificial Intelligence Chatbot Virtual agent ServiceNow Inteligência Artificial |
| Ano: | 2023 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade do Minho |
| Idioma: | português |
| Origem: | RepositóriUM - Universidade do Minho |
| Resumo: | From the beginning, humans have sought to develop tools that facilitate their work. From the first tools designed for hunting or agriculture, to the industrial revolution and the use of computers in the context of work or even personal life, one of the goals has been to improve the quality of life regarding the impact of work. In various areas, from banking, commerce, to health and customer support, it is quite common to see the presence of Chatbots to provide assistance in various functions. Whether it is for help with navigation, problem resolution, or even for the sale of a product, sometimes we don’t even notice it, but it’s there. The most common forms are an embedded Chatbot on a website or in a support chat. Using a tool like a Chatbot can be very useful in assisting the end customer, but not only that. In assisting with repetitive tasks that can be automated and due to its total availability, a Chatbot can allow for a decrease in the workload of employees in tasks that would have had to be manually performed by them in the past. With these tasks being performed automatically, employees can focus on something that truly requires their participation. This implementation will allow companies to save resources, particularly time and money, which can be applied to less automation-prone areas. With this goal in mind, Deloitte decided to support this dissertation by creating a project in the form of a proof of concept to obtain answers about whether a Chatbot with these functionalities would be useful within the company and if its integration into one of the preferred platforms, ServiceNow, would be feasible. Thus, it was proposed to develop the Chatbot integrated into ServiceNow, referred to by the platform as the Virtual Agent and as Ally on this project. |
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