Automatización Robótica de la gestión de incidentes para empresas de servicios integrales del Paraguay
Tesis Materias > Ingeniería Universidad Europea del Atlántico > Docencia > Trabajos finales de Máster Cerrado Español El proyecto se centró en la Automatización Robótica de la gestión de incidentes para empresas de solución integral del Paraguay. Se buscó diseñar un prototipo de automatización completa de procesos para la gestión de incidentes de sus clientes, a través de la automatización de procesos repetitivos y estructurados en vista a apostar a la digitalización de la organización, así como en la mejora operativa de la misma. Para llegar a la conclusión de este proyecto fue necesaria una investigación de las herramientas de RPA y Chatbot utilizadas en el mercado, conocer las propiedades y funcionamiento de los más importantes. Se diseñó los diagramas As-Is, permitiendo conocer el modelo de operación actual de los procesos, con base en estos diagramas se construyen las propuestas de cada proceso (Diagrama To-Be), resaltando las tareas o actividades del proceso a automatizarse.En base a lo observado y las herramientas investigadas se propuso un diseño de automatización en la gestión de incidentes, desde la entrada de datos, con robots conversacionales y robots de software para lectura de mails. Procesamiento de datos con RPA tales como registro de incidentes, nuevos clientes, cotizaciones, y actualizaciones de datos de empresas aliadas y prestadores de servicio, y una lógica para la asignación de casos a los prestadores de servicios quienes son los responsables de la ejecución de la solución. Registro de feedback a través de robots conversacionales de cierre de casosde incidentes.La herramienta seleccionada para chatbot de comunicación con el cliente es dialogflow de google y la utilizada para RPA es Uipath. metadata Meza Paredes, Silvia Beatriz mail viamez987@gmail.com (2022) Automatización Robótica de la gestión de incidentes para empresas de servicios integrales del Paraguay. Masters thesis, SIN ESPECIFICAR.
Texto completo no disponible.Resumen
El proyecto se centró en la Automatización Robótica de la gestión de incidentes para empresas de solución integral del Paraguay. Se buscó diseñar un prototipo de automatización completa de procesos para la gestión de incidentes de sus clientes, a través de la automatización de procesos repetitivos y estructurados en vista a apostar a la digitalización de la organización, así como en la mejora operativa de la misma. Para llegar a la conclusión de este proyecto fue necesaria una investigación de las herramientas de RPA y Chatbot utilizadas en el mercado, conocer las propiedades y funcionamiento de los más importantes. Se diseñó los diagramas As-Is, permitiendo conocer el modelo de operación actual de los procesos, con base en estos diagramas se construyen las propuestas de cada proceso (Diagrama To-Be), resaltando las tareas o actividades del proceso a automatizarse.En base a lo observado y las herramientas investigadas se propuso un diseño de automatización en la gestión de incidentes, desde la entrada de datos, con robots conversacionales y robots de software para lectura de mails. Procesamiento de datos con RPA tales como registro de incidentes, nuevos clientes, cotizaciones, y actualizaciones de datos de empresas aliadas y prestadores de servicio, y una lógica para la asignación de casos a los prestadores de servicios quienes son los responsables de la ejecución de la solución. Registro de feedback a través de robots conversacionales de cierre de casosde incidentes.La herramienta seleccionada para chatbot de comunicación con el cliente es dialogflow de google y la utilizada para RPA es Uipath.
Tipo de Documento: | Tesis (Masters) |
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Palabras Clave: | Gestión de Servicios, RPA, Automatización Robótica, Chatbot, Paraguay |
Clasificación temática: | Materias > Ingeniería |
Divisiones: | Universidad Europea del Atlántico > Docencia > Trabajos finales de Máster |
Depositado: | 10 Nov 2023 23:30 |
Ultima Modificación: | 10 Nov 2023 23:30 |
URI: | https://repositorio.uneatlantico.es/id/eprint/1897 |
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