Desenvolvimento de um protótipo de chatbot para a empresa Telemicro Informática de São João Evangelista

Abstract

This article presents the development and implementation of an automated customer service system using a chatbot integrated with the WhatsApp Business API at a technology company, Telemicro Informática, located in São João Evangelista, Minas Gerais. This proposal arose in response to the growing demand for more efficient and appropriate customer service for each type of customer, since this service is currently provided in a non-institutionalized manner, without standardization and with serious operational limitations. Using a qualitative approach and case study as a methodological resource, the following procedures were performed: requirements survey, process mapping, and data collection. The chatbot prototype was designed to provide automatic responses, categorize demands, and efficiently forward them to human attendants, optimizing communication and reducing rework. With this, we hope to achieve results that include greater efficiency in customer service, improvement in internal organization, and increased user satisfaction. This initiative is aligned with the principles of the General Personal Data Protection Law (LGPD) and contributes to the modernization of the company in the area of technology.