LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE

Guido Trujillo Valdiviezo; Desmond Mejía Ayala; Lino Rodríguez Alegre

doi:10.37467/revtechno.v13.4816

LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE

Translated title of the contribution: VIRTUAL ASSISTANTS AND THE QUALITY OF SERVICE TO THE CUSTOMER

Guido Trujillo Valdiviezo, Desmond Mejía Ayala, Lino Rodríguez Alegre

Research output: Contribution to journal › Article › peer-review

Abstract

In an environment characterized by relentless technological development, ICTs have disrupted the way people communicate and interact. Virtual assistants, by automating customer service processes, minimize the intervention of people, reducing resources of business entities. Likewise, they manage to strengthen their position in the market by adding value to their portfolio, and in this way, they manage to increase the relationship with customers. It is concluded that virtual assistants positively influence customer service, since it was possible to improve indicators such as empathy, reliability in service and responsiveness.

Translated title of the contribution	VIRTUAL ASSISTANTS AND THE QUALITY OF SERVICE TO THE CUSTOMER
Original language	Spanish
Journal	TECHNO Review. International Technology, Science and Society Review / Revista Internacional de Tecnología, Ciencia y Sociedad
Volume	13
Issue number	4
DOIs	https://doi.org/10.37467/revtechno.v13.4816
State	Published - 28 Feb 2023
Externally published	Yes

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title = "LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE",

abstract = "In an environment characterized by relentless technological development, ICTs have disrupted the way people communicate and interact. Virtual assistants, by automating customer service processes, minimize the intervention of people, reducing resources of business entities. Likewise, they manage to strengthen their position in the market by adding value to their portfolio, and in this way, they manage to increase the relationship with customers. It is concluded that virtual assistants positively influence customer service, since it was possible to improve indicators such as empathy, reliability in service and responsiveness.",

keywords = "Customer, Empathy, Innovation, Quality of service, Reliability, Technology, Virtual assistants",

author = "Valdiviezo, {Guido Trujillo} and Ayala, {Desmond Mej{\'i}a} and Alegre, {Lino Rodr{\'i}guez}",

note = "Funding Information: El presente art{\'i}culo fue realizado en el marco del Fondo de Apoyo a la Investigaci{\'o}n Docente-Investiga UCV de la Universidad C{\'e}sar Vallejo, Lima – Per{\'u}, aprobado mediante Resoluci{\'o}n de Vicerrectorado de Investigaci{\'o}n 207-2021-VI-UCV. Publisher Copyright: {\textcopyright} GKA Ediciones, authors.",

year = "2023",

month = feb,

day = "28",

doi = "10.37467/revtechno.v13.4816",

language = "Espa{\~n}ol",

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journal = "TECHNO Review. International Technology, Science and Society Review / Revista Internacional de Tecnolog{\'i}a, Ciencia y Sociedad",

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AU - Valdiviezo, Guido Trujillo

AU - Ayala, Desmond Mejía

AU - Alegre, Lino Rodríguez

N1 - Funding Information: El presente artículo fue realizado en el marco del Fondo de Apoyo a la Investigación Docente-Investiga UCV de la Universidad César Vallejo, Lima – Perú, aprobado mediante Resolución de Vicerrectorado de Investigación 207-2021-VI-UCV. Publisher Copyright: © GKA Ediciones, authors.

PY - 2023/2/28

Y1 - 2023/2/28

N2 - In an environment characterized by relentless technological development, ICTs have disrupted the way people communicate and interact. Virtual assistants, by automating customer service processes, minimize the intervention of people, reducing resources of business entities. Likewise, they manage to strengthen their position in the market by adding value to their portfolio, and in this way, they manage to increase the relationship with customers. It is concluded that virtual assistants positively influence customer service, since it was possible to improve indicators such as empathy, reliability in service and responsiveness.

AB - In an environment characterized by relentless technological development, ICTs have disrupted the way people communicate and interact. Virtual assistants, by automating customer service processes, minimize the intervention of people, reducing resources of business entities. Likewise, they manage to strengthen their position in the market by adding value to their portfolio, and in this way, they manage to increase the relationship with customers. It is concluded that virtual assistants positively influence customer service, since it was possible to improve indicators such as empathy, reliability in service and responsiveness.

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KW - Empathy

KW - Innovation

KW - Quality of service

KW - Reliability

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JF - TECHNO Review. International Technology, Science and Society Review / Revista Internacional de Tecnología, Ciencia y Sociedad

IS - 4

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LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE

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