Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal IAES International Journal of Artificial Intelligence (IJ-AI)
Orlando Iparraguirre-Villanueva
Universidad Autónoma del Perú
Computer Science & IT Engineering

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Productivity of incident management with conversational bots-a review Orlando Iparraguirre-Villanueva; Luz Obregon-Palomino; Wilson Pujay-Iglesias; Fernando Sierra-Liñan; Michael Cabanillas-Carbonell
IAES International Journal of Artificial Intelligence (IJ-AI) Vol 12, No 4: December 2023
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijai.v12.i4.pp1543-1556

Abstract

The use of conversational agents (bots) in information systems managed by company’s increases productivity in the development of activities focused on processes such as customer service, healthcare, and presentation. The present work is a systematic literature review that collects articles from 2019 to 2022 in the databases Scopus, Springer, Willey, Indexes-Csic, Taylor & Francis, Pubmed, and Ebsco Host. PRISMA methodology was used to systematize 47 relevant articles. As a result of the analysis, 2/19 very important benefits were obtained, which are: helping to obtain information and facilitating customer service; as for the types of conversational bots, a total of 9 types were found, of which conversational agents and chatbots with artificial intelligence (AI) are the most common; in the case of processes, 3/5 processes that optimize conversational bots were found, where the most prominent are: teaching process, health processes, and customer service processes. An architecture model for conversational bots in incident management is also proposed.
Co-Authors Fernando Sierra-Liñan Luz Obregon-Palomino Michael Cabanillas-Carbonell Wilson Pujay-Iglesias