El presente proyecto tiene como propósito la implementación de un asistente virtual con procesamiento de lenguaje natural para el seguimiento de cobranzas de los clientes en empresas de envases metálicos. Se busca desarrollar el seguimiento de las deudas que los clientes puedan adquirir y de esta manera reducir su potencial riesgo de incumplimiento de pago al no efectuarse un control y monitoreo de la cobranza. La importancia del modelo propuesto, frente a los modelos convencionales existentes, es proponer un nuevo control y seguimiento de la recaudación, con el fin de integrar al cliente, generando una experiencia agradable con la empresa. Las nuevas tecnologías contribuyen a que la relación entre clientes y proveedores en el campo industrial y comercial sean favorables, considerando que los Chatbots nos permiten ahorrar tiempo y trabajo humano. Además, esta tecnología ha abierto una nueva puerta para la comunicación sobre todo cuando se refiere a la atención al cliente. El aporte de este proyecto es la propuesta de un modelo de cobranza diferente al ya existente. De esta manera ayuda a mejorar el seguimiento de cobro mediante un Asistente Virtual basado en un Chatbot. Esto permite impulsar y potenciar iniciativas que propicien un mayor aprovechamiento en la interacción entre el cliente y la empresa. / The purpose of this project is the implementation of a virtual assistant with Natural Language Processing for the follow-up of customer collections in metal packaging companies. The aim is to develop the follow-up of debts that customers may acquire and thus reduce the potential risk of non-payment in the absence of collection control and monitoring. The importance of the proposed model, compared to the existing conventional models, is to propose a new control and follow-up of the collection, in order to integrate the client, generating a pleasant experience with the company. New technologies contribute to a favorable relationship between customers and suppliers in the industrial and commercial field, considering that Chatbots allow us to save time and human labor. In addition, this technology has opened a new door for communication, especially when it comes to customer service. The contribution of this project is the proposal of a collection model different from the existing one. In this way, it helps to improve the collection follow-up through a Virtual Assistant based on a Chatbot. This allows to promote and enhance initiatives that promote greater use in the interaction between the customer and the company. / Tesis

Accurately tracking employee work hours is a vital aspect of managing any organization, regardless of its size. Time reporting serves as a valuable source of information for management teams, enabling them to effectively plan and manage projects, allocate resources, monitor budgets, and track overall productivity. It is an essential component of workforce management that assists companies in making informed decisions regarding scheduling, employee compensation, and resource allocation. Time reporting is an important task for companies. However, the process of time reporting can often be cumbersome and time-consuming for employees. Typically, employees are required to log in to a web application and manually input their work hours, vacation days, and sick leaves. This process can be complicated and prone to errors. To simplify this process, an innovative solution was developed using Information Technology. The solution involved the creation of a Slack bot, which is a chat-bot that can communicate with employees and gather time reporting data automatically. This bot can be integrated with a company’s existing communication tools, allowing employees to report their work hours, vacation days, and sick leaves in real-time using a simple chat interface. The bot can also provide reminders to employees to submit their time reports, reducing the chances of delayed submissions. / Att noggrant spåra anställdas arbetstid är en viktig aspekt av att leda alla organisationer, oavsett dess storlek. Tidsrapportering fungerar som en värdefull informationskälla för ledningsgrupper, vilket gör det möjligt för dem att effektivt planera och hantera projekt, allokera resurser, övervaka budgetar och spåra den totala produktiviteten. Det är en viktig komponent i personalledning som hjälper företag att fatta välgrundade beslut om schemaläggning, ersättning till anställda och resursallokering. Tidsrapportering är en viktig uppgift för företag. Processen med tidsrapportering kan dock ofta vara krånglig och tidskrävande för de anställda. Vanligtvis måste anställda logga in på en webbapplikation och manuellt mata in sina arbetstimmar, semesterdagar och sjukskrivningar. Denna process kan vara komplicerad och risk för fel. För att förenkla denna process utvecklades en innovativ lösning med hjälp av informationsteknologi. Lösningen innebar skapandet av en Slack-bot, som är en chat-bot som kan kommunicera med anställda och samla in tidsrapporteringsdata automatiskt. Denna bot kan integreras med ett företags befintliga kommunikationsverktyg, så att anställda kan rapportera sina arbetstimmar, semesterdagar och sjukskrivningar i realtid med hjälp av ett enkelt chattgränssnitt. Boten kan också ge påminnelser till anställda att skicka in sina tidsrapporter, vilket minskar risken för försenade inlämningar.

El presente proyecto consiste en un sistema de información para el servicio de posventa inmobiliaria usando chatbot. En la actualidad, el servicio de posventa juega un papel clave en las inmobiliarias debido a que buscan la satisfacción del cliente. El objetivo del proyecto es mejorar la atención de los reclamos del propietario, tener un control del servicio de posventa y brindar indicadores para la toma de decisiones. Por ello, se automatiza el proceso de servicio de posventa inmobiliaria para que permita la recepción y entrega de unidades inmobiliarias, la recepción e inspección y el seguimiento de reclamos de reparación y administrativos desde una aplicación web, móvil y chatbot. En el primer capítulo, se presentan el marco teórico, la descripción de la organización objetivo y el campo de acción, y un análisis crítico de los problemas de información existentes en la organización objetivo. E,n el segundo capítulo, se presentan los objetivos y beneficios del proyecto, la evaluación de la mejor solución encontrada en el mercado, y se menciona las tendencias y tecnologías propuestas para el desarrollo del proyecto. En el tercer capítulo, se presentan las principales reglas de negocio, la descripción del modelo de casos de uso del negocio y modelo de análisis del negocio, y las especificaciones de los casos de uso del negocio con sus respectivos diagramas. En el cuarto capítulo, se presentan las especificaciones de los requerimientos del software, la descripción del modelo de casos de uso del sistema, las especificaciones detalladas de los casos de uso del núcleo central y el modelo conceptual. En el quinto capítulo, se presenta el diagrama de los casos de uso más significativos, la descripción de las metas, restricciones y mecanismos de la arquitectura de software, y las vistas lógica, de implementación y de despliegue de la arquitectura de software. En el sexto capítulo, se presenta los patrones aplicados a la solución propuesta y el modelo de datos físico del sistema. En el séptimo capítulo, se presenta la descripción del plan de calidad y plan de pruebas del software, y los casos de prueba para los casos de uso de la prueba de concepto. En el octavo capítulo, se presenta la gestión del proyecto que incluye los documentos de registro de interesados, EDT, cronograma de ejecución del proyecto y plan de respuesta a los riesgos. Finalmente, con la implementación del sistema de información para el servicio de posventa inmobiliaria usando chatbot se espera acelerar la atención de los reclamos, llevar el control del servicio de posventa y contar con información en tiempo real para la toma de decisiones que ayuden a cumplir los objetivos de posventa establecidos. / This project consists of an information system for real estate after-sales service. Nowadays, the after-sales service plays a key role in real estate because they seek customer satisfaction. The objective of the project is to improve the attention of the owner's claims, have a control of the after-sales service and provide reports for decision-making. Therefore, the real estate after-sales service process is automated to allow the reception and delivery of real estate units, the reception and inspection, and monitoring of repair and administrative claims from a web application, mobile and chatbot. In the first chapter, the theoretical framework, the objective organization description and the action field, and a critical analysis of the information problems existing in the objective organization are presented. In the second chapter, the project objectives and benefits, the best solution evaluation found in the market, and the trends and technologies proposed for the project development are mentioned. In the third chapter, the main business rules, the business use case model description and business analysis model, and the business use case specifications with their respective diagrams are presented. In the fourth chapter, the specifications of the software requirements, the description of the system use case model, the detailed specifications of the central core use cases and the conceptual model are presented. In the fifth chapter, the diagram of the most significant use cases, the description of the goals, constraints and mechanisms of the software architecture, and the logical, implementation and deployment views of the software architecture are presented. In the sixth chapter, the patterns applied to the proposed solution and the physical data model of the system are presented. In the seventh chapter, the description of the software quality plan and test plan, and the test cases for the use cases of the proof of concept are presented. In the eighth chapter, the project management is presented, which includes the stakeholder registration documents, WBS, project execution schedule and risk response plan. Finally, with the implementation of the information system for the real estate after-sales service, it is expected to accelerate the attention of claims, control the after-sales service and have real-time information for making decisions that help meet the objectives of after-sales established. / Tesis

This case study investigates a chatbot and its responsiveness to user expression, utility and the users' experience. A user study was performed with both a questionnaire and user interviews. A program to automatically categorize user input messages was made in order to analyze the correlations and reasons for failed predictions and misunderstandings. The current utility is not reaching the return on investment, although expansions are planned and the launch is underway. The strongest and most meaningful correlations with unsuccessful messages were with messages that were out of the chatbot's scope, inside of the scope but unsolved, messages that lacked training and test data or that contained at least one unknown word. The user rated the chatbot's ability to understand them slightly above the middle of the scale, even though the rate of unsuccessful messages was high since the chatbot is still under development. Misspellings, vernacular and organization specific words did not have a particularly strong correlation to unsuccessful messages. The opinions on humanlike interaction were split both in regard to its current likeness and what would be desirable in the future. However, most users seemed to want the conversation to feel natural as if from a human and to receive nuanced answers.

Task-oriented chatbots can be used to automate a specific task, such as finding a restaurant and making a reservation. Implementing such a conversational system can be difficult, requiring domain knowledge and handcrafted rules. The focus of this thesis was to evaluate the possibility of using a neural network-based model to create an end-to-end trainable chatbot that can automate a restaurant reservation service. For this purpose, a sequence-to-sequence model was implemented and trained on dialog data. The strengths and limitations of the system were evaluated and the prediction accuracy of the system was compared against several baselines. With our relatively simple model, we were able to achieve results comparable to the most advanced baseline model. The evaluation has shown some promising strengths of the system but also significant flaws that cannot be overlooked. The current model cannot be used as a standalone system to successfully conduct full conversations with the goal of making a restaurant reservation. The review has, however, contributed with a thorough examination of the current system, and shown where future work ought to be focused. / Chatbotar kan användas för att automatisera enkla uppgifter, som att hitta en restaurang och boka ett bord. Att skapa ett sådant konversationssystem kan dock vara svårt, tidskrävande, och kräva mycket domänkunskap. I denna uppsats undersöks om det är möjligt att använda ett neuralt nätverk för att skapa en chatbot som kan lära sig att automatisera en tjänst som hjälper användaren hitta en restaurang och boka ett bord. För att undersöka detta implementerades en så kallad ``sequence-to-sequence''-modell som sedan tränades på domänspecifik dialogdata. Systemets styrkor och svagheter utvärderades och dess förmåga att generera korrekta svar jämfördes med flera andra modeller. Vår relativt enkla modell uppnådde liknande resultat som den mest avancerade av de andra modellerna. Resultaten visar modellens styrkor, men påvisar även signifikanta brister. Dessa brister gör att systemet, i sig självt, inte kan användas för att skapa en chatbot som kan hjälpa en användare att hitta en passande restaurang. Utvärderingen har dock bidragit med en grundlig undersökning av vilka fel som görs, vilket kan underlätta framtida arbete inom området.

This thesis is a pilot study aimed at exploring how a chatbot can be designed to be used as a tool to give elderly classical music concert subscribers information about concerts they are attending. Previous works have indicated chatbots to be useful as information retrieval systems. To test this theory, a chatbot called “BerwaldBoten” was created and tested on eight elderly concert subscribers. Apart from testing the chatbot in everyday settings during a week leading up to a concert, the users also answered questionnaires before and after the study for qualitative data. Data from the chats was also collected for qualitative analysis. The results were generally positive, where most users found it easier to acquire concert information when using the chatbot. A need to provide the alternatives to interact using either quick reply buttons or free text was indicated. Furthermore, the importance of stating limitations and being transparent regarding the system state at all times is discussed. / Detta examensarbete är en pilotstudie med målet att utforska hur en chatbot kan designas för att användas av äldre konsertabonnenter av klassisk musik för att ge dem information om konserter. Tidigare forskning har visat på att chatbotar är användbara som informationshämtningsystem. För att testa denna teori skapades chatboten “BerwaldBoten” och testades på åtta äldre konsertabonnenter. Utöver att testa chatboten i vardagliga situationer under en vecka före en konsert fick användarna svara på frågeformulär före och efter studien för kvalitativ data. Data från chatkonversationerna samlades också in för kvalitativ analys. Resultaten var i överlag positiva, och en majoritet av användarna tyckte att det var enklare att erhålla information när de använde chatboten. Ett behov av att tillhandahålla alternativen att interagera antingen genom snabbsvarsknappar (quick reply buttons) eller fritext indikerades. Vidare diskuterades vikten av att förklara begränsningar och att alltid vara transparent om systemtillståndet.

Det blir mer uppenbart att många företag allt oftare väljer att använda sig av chatbotar. Främst gäller detta kundcentrerade sidor inom exempelvis e-handel där chatboten agerar som ett verktyg för att underlätta för kundtjänsten genom att kunna svara på enklare frågor. Majoriteten av människor idag har använt en chatbot och en del uppfattar den som hjälpsam, medan andra tycker att den är i vägen och inte är tillräckligt kompetent för att svara på specifika frågor. Detta gör att användare oftast har fått en uppfattning om chatbotar och hur den bidrar till upplevelsen av sidbesöket som helhet. Användarupplevelse, eller “UX”, avser till hur en användare nyttjar och upplever ett gränssnitt genom att ta hänsyn till mänskliga beteenden och vad användaren vill uppnå med besöket. På så vis skapas positiv användarupplevelse samt gör det användbart. Målet med denna uppsats att undersöka hur användarupplevelsen påverkas av interaktion med chatbotar vid besök av svenska webbplatser. Området för att undersöka användarupplevelsen har varit på en banksida - Nordea, samt två sidor inom området för e-handel inom mode - Nelly och Bubbleroom. Studien har fokuserat på att lyfta fram användarupplevelse i olika vinklar och perspektiv. Den är dels baserad på teorier inom interaktionsdesign så som begreppet UX och användbarhet, och dels centrerad kring generell teori om chatbotar och kundservice. Utifrån teorier och modeller användes olika metoder för att insamla data som grund för resultatet. Dels har en variant av användbarhetstestning använts, kallat “tänka högt-metoden”, och dels har olika intervjuer genomförts för att få en bakgrund kring vad företag har för strategier med sina chatbotar. Metodiken har utgått från studiens olika fokusområden för att kunna diskutera hur väl chatboten spelar roll för användarupplevelsen vid besöket på webbplatsen. Mätvärden har insamlats i form av exempelvis tid, framgång och känslor gentemot uppgifterna som användarna genomförde för att skapa interaktion med sidan och potentiellt med chatboten. Resultaten påvisade att graden av användarupplevelse kan ses som både god och dålig, där både önskade samt oönskade upplevelser kunde uppfattas från användarna. Detta kunde observeras i form av varierande grad av slutföranden av uppgifter, tid och om förväntningarna innan sidbesöket levdes upp till efter interaktionen med sidan och chatboten. / It is becoming increasingly clear that many businesses more often choose to use chatbots. This mainly applies to customer-centric sites in, for example, e-commerce, where the chatbot acts as a tool to facilitate customer service by being able to answer simple questions. Most people today have used a chatbot and some perceive it as helpful, while others think it is in the way and is not competent enough to answer specific questions. This means that users have usually gained an idea of ??chatbots and how it contributes to the experience of the page visit. User experience, or “UX”, refers to how a user uses and experiences an interface by considering human behaviors and what the user wants to achieve with the visit. In this way, a positive user experience is created and made useful. The aim of this essay is to investigate how the user experience is affected by interaction with chatbots when visiting Swedish websites. The area for investigating the user experience has been on a banking site - Nordea, and two sites in the area of ??e-commerce in fashion - Nelly and Bubbleroom. The study has focused on highlighting user experience in different angles and perspectives. It is partly based on theories in interaction design such as the concept of UX and usability, and partly centered around general theory about chatbots and customer service. Based on theories and models, different methods were used to collect data as a foundation for the results. On the one hand, a variant of usability testing has been used, called the "think aloud method", and on the other hand, various interviews have been conducted to get a background on what strategies companies have with their chatbots. The methodology has been based on the study's different focus areas in order to be able to discuss how well the chatbot plays a role in the user experience during the website visit. Measured values ??have been collected in the form of e.g time, success and emotions towards the tasks and scenarios conducted by the users to create interaction with the site and potentially with the chatbot. The results showed that the degree of user experience can be seen as both good and bad, where both desired and unwanted experiences could be perceived from the users. This could be seen by the varying degrees of completion of tasks, time and if the expectations before the page visit were lived up to after the interaction with the page and the chatbot. This study has been conducted in Sweden and thus written in Swedish.

Актуальность темы обусловлена потребностью предприятия, АО «ПФ «СКБ Контур» для автоматизации процесса обработки обращений клиентов в чаты, для увеличения эффективности работы сотрудников и сокращению ресурсных затрат, а также для повышения клиентского сервиса предприятия. Научная новизна состоит в том, что проанализировано большое количество программных средств для реализации проекта, продемонстрировано большое количество применений чат-ботов в бизнесе, а также разработан уникальный чат-бот, непосредственно для компании СКБ Контур. Практическая значимость заключается в том, что данный чат-бот можно применить в любой компании, в которой есть бизнес-процесс обработки обращений клиентов в чат. Экономическая эффективность проекта заключается в том, что система полностью окупит себя и начнет приносить стабильную прибыль после 9,5 месяцев эксплуатации, а также в увеличении эффективности клиентского сервиса и полной автоматизации бизнес-процесса. / The relevance of the topic is due to the need of the enterprise, SKB Kontur, to automate the process of processing customer requests in chats, to increase the efficiency of employees and reduce resource costs, as well as to improve the customer service of the enterprise. The scientific novelty lies in the fact that a large number of software tools for the implementation of the project have been analyzed, a large number of applications of chat bots in business have been demonstrated, and a unique chat bot has been developed, directly for SKB Kontur. The practical significance lies in the fact that this chatbot can be used in any company that has a business process for processing customer requests to chat. The economic efficiency of the project lies in the fact that the system will fully pay for itself and begin to bring stable profits after 9.5 months of operation, as well as in increasing the efficiency of customer service and fully automating the business process.

Актуальность работы состоит в необходимости персонального онлайн обучения, включая высокое качество передачи знаний одновременно с автоматизацией и уменьшением затрат со стороны модераторов курса. Невозможность существующих систем обеспечить этим многих пользователей ведет к поиску новых подходов. Научная новизна основана на внедрении технологии интеллектуального чат бота с функциями обработки естественного языка в среду обучения и новом подходе к выполнению заданий, исключающем лимиты времени и количества попыток проверить ответ, а также декомпозиция сложных задач на шаги. Это позволит ученикам достичь правильный ответ самостоятельно, тем самым повышая вовлечение и мотивацию понять трудную тему. Работа содержит следующие стадии: литературный анализ, моделирование, проектирование, реализация, результаты и прогноз. Благодаря предложенному решению больше пользователей получат возможность внедрить приложение и распространить знания с улучшенной средой онлайн обучения. Студенты смогут иметь поддержку в течение всего образовательного процесса в любое время, а их прогресс будет обеспечен анализом данных и методами машинного обучения. / The relevance of the work is grounded by the necessity of the personalized online learning, including the high-quality education providing with better automation and less efforts from moderators` side. Inability of the current systems to open these opportunities for many users leads to the exploration of new approaches. The scientific novelty is based on the embedment of the intellectual chatbot technology with Natural Language Processing features into the learning environment and the new approach of the assignments` accomplishment, which inferences the elimination of the time and attempt limits as well as complex tasks on steps segmentation. It gives the possibility for learners to reach the correct answer in more independent way, thereby increasing the engagement and motivation to perceive the difficult topics. The work contains stages: Literature analysis, Modeling, Designing, Implementation, Results and Forecast. Due to the solution more users are able to employ the application and distribute the knowledge with improved eLearning environment. The students get the opportunity to have the support during the educational process any time and their progress is maintained by the data analysis and advanced technologies.

Цифровые технологии являются неотъемлемой частью производственного процесса и основой для развития цифровой трансформации предприятия во многих процессах, включая и управление человеческими ресурсами. Функция HR превращается в одну из самых важных и динамичных в любой организации. Адаптация как одна из функций управления человеческими ресурсами является основным инструментом в приспособлении работников к новой для них среде. Предприятия, обладающие компетенциями HR нового поколения, демонстрируют значительно более высокие финансовые показатели, чем более слабые в данном отношении конкуренты. Следовательно, в настоящих условиях стоит вопрос о возможности моментального предоставления доступа к актуальной информации и обеспечения более быстрой и эффективной адаптации для сотрудников предприятия с применением цифровых инструментов, таких как интеллектуальный агент (чат-бот). / Digital technologies are an integral part of the production process and the basis for the development of digital transformation of the enterprise in many processes, including human resource management. The HR function is turning into one of the most important and dynamic in any organization. Adaptation as one of the functions of human resource management is the main tool in adapting employees to a new environment for them. Enterprises with a new generation of HR competencies demonstrate significantly higher financial performance than weaker competitors in this regard. Therefore, in these conditions, there is a question of the possibility of instant access to up-to-date information and ensuring faster and more effective adaptation for employees of the enterprise using digital tools, such as an intelligent agent (chatbot).