TY - JOUR
T1 - LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE
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.
KW - Customer
KW - Empathy
KW - Innovation
KW - Quality of service
KW - Reliability
KW - Technology
KW - Virtual assistants
UR - http://www.scopus.com/inward/record.url?scp=85150367495&partnerID=8YFLogxK
U2 - 10.37467/revtechno.v13.4816
DO - 10.37467/revtechno.v13.4816
M3 - Artículo
AN - SCOPUS:85150367495
SN - 2695-9933
VL - 13
JO - TECHNO Review. International Technology, Science and Society Review / Revista Internacional de Tecnología, Ciencia y Sociedad
JF - TECHNO Review. International Technology, Science and Society Review / Revista Internacional de Tecnología, Ciencia y Sociedad
IS - 4
ER -