El proyecto tiene como propósito implementar una solución que permita resolver las consultas académicas, de uso y técnicas del Aula Virtual de la Universidad Peruana de Ciencias Aplicadas (UPC) para integrar y mejorar los procesos de atención del alumno.   El campo de acción, está centrado en el proceso de “Servicio al Alumno” con su subproceso, soporte académico, el cual se encarga de atender las consultas académicas y el subproceso de soporte técnico que se encarga de resolver los incidentes y/o requerimientos técnicos del aula virtual. En la actualidad, estos procesos cuentan con diversos canales, pero se ha identificado que últimamente no cubren en su totalidad los requerimientos de disponibilidad y volumen del alumnado. El principal sustento para el desarrollo del presente proyecto radica en resolver la barrera de inmediatez en estos procesos dejando de lado los canales convencionales (oficinas con horarios de atención limitados, o buzones de correo) por el uso de un nuevo canal de atención personalizado, más eficiente y con un alto porcentaje de disponibilidad que se adicione e integre a los canales y procesos actuales, utilizando los avances en inteligencia artificial y empleando como plataforma de despliegue el aplicativo del Aula Virtual de la UPC. Se espera que la implementación de un nuevo canal de atención virtual impacte positivamente en el nivel de atención y en la percepción general del área por parte del alumnado, y también impulse a que nuevos alumnos apliquen para seguir estudios en la universidad. / The purpose of the project is to implement a solution that allows solving the academic, use and technical queries of the Virtual Classroom of the Peruvian University of Applied Sciences (UPC) to integrate and improve the processes of student care. The field of action is centered on the process of "Student Service" with its academic support sub-process, which is in charge of attending to academic inquiries and the technical support sub-process that is responsible for resolving incidents and / or technical requirements of the virtual classroom. Currently, these processes have various channels, but it has been identified that lately they do not fully cover the availability and volume requirements of the students. The main support for the development of this project lies in solving the barrier of immediacy in these processes, leaving aside conventional channels (offices with limited opening hours, or mailboxes) for the use of a new personalized service channel, more efficient and with a high percentage of availability that is added and integrated into current channels and processes, using advances in artificial intelligence and using the UPC Virtual Classroom application as a deployment platform. The implementation of a new virtual service channel is expected to positively impact the level of care and the general perception of the area by students, and also encourage new students to apply to continue studies at the university. / Tesis

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

Digitala kommunikationstjänster som chattbotar och virtuella assistenter blir alltmer förekommande och populärt för företag och organisationer att använda sig av. Chattboten och den virtuella assistenten är besläktade datorsystem uppbyggda med bakomliggande teknik som syftar till att efterlikna mänskliga samtal på ett så realistiskt sätt som möjligt. Företag och organisationer använder dessa digitala kommunikationsverktyg både för interna- och externa bruk som ett kundtjänstalternativ. Vid användning av dessa digitala kommunikationstjänster tillkommer en rad utmaningar. Denna studie ämnar ta reda på de främst förekommande för- och nackdelarna. Studien har genomförts i form av intervjuer med sex svenska storföretag som implementerat chattboten eller den virtuella assistenten på sin webbplats och/eller använder den som ett hjälpmedel internt. En av studiens intervjuade kandidater är utvecklare av virtuell assistans och använder inte verktyget själva. Studiens insamlade resultat från intervjuerna visar att de främst förekommande fördelarna med en chattbot eller virtuell assistent är 1) Tillgängligheten dygnet runt, 2) Den smidiga övergången från chatt till mänsklig handläggare, och 3) Hantering av monotona enkla arbetsuppgifter. De främst förekommande nackdelarna är 1) Systemet tränas med felaktiga data, 2) Olika information når kunden från chattboten och en mänsklig handläggare, och 3) För höga förväntningar på systemet från början. Studiens sammanfattade slutsats är att chattboten och den virtuella assistenten kräver kontinuerligt bakomliggande arbete för att upprätthålla en så god användarupplevelse som möjligt. / Digital communication services such as chatbots and virtual assistants are becoming more common and popular for companies and organizations to use. The chatbot and the virtual assistant are related computer systems built with underlying technology that aims to mimic human conversations in a way as realistic as possible. Companies and organizations use these digital communication tools for both internal and external use as a customer service alternative. When using these digital communication services, several challenges arise. This study intends to find out the main advantages and disadvantages. The study was conducted in the form of interviews with six Swedish companies that have implemented the chatbot or the virtual assistant on their website and/or use it as assistance internally. One of the study's interviewed candidates is a developer of virtual assistance and does not use it themselves within the company. The study's collected results from the interviews show that the main advantages of a chatbot or virtual assistant are 1) Accessibility around the clock, 2) The smooth transition from chat to human administrator, and 3) Handling of monotonous simple tasks. The main disadvantages are 1) The system is trained with incorrect data, 2) Different information reaches the customer from the chatbot and a human administrator, and 3) Too high expectations of the system from the beginning. The study's summary conclusion is that the chatbot and the virtual assistant require continuous underlying work to maintain as good a user experience as possible.

As digitalization becomes more pervasive in our society, healthcare is no exception. That new technology promises life-transforming innovations is perhaps of little doubt, but many of these innovations might never reach the market, for a plethora of reasons – many of which are investigated within this thesis. This thesis seeks to codify both industry best practices and extant literature to create a generic roadmap in the form of a framework usable by entrants to facilitate their entry into the Swedish healthcare market. The paper builds on an interpretivist approach and utilizes interviews with experts from the sector, representing companies in all stages of maturity - in addition to providing a micro-level view via survey responses for a specific audience and company in the form of headache sufferers. The paper finds several key obstacles to tackle for a potential entrant, with the primary ones being understanding the reimbursement system, the role and importance of partnerships and the challenge in finding the right talent. Finally, the paper presents a model to navigate the market entry - and codifies the concept of 'pilot death' - failing to scale to any significant degree after a pilot partnership. / Den ökade digitaliseringen har medfört nya möjligheter, inte minst inom sjukvård. Ny teknologi för med sig många av dessa möjligheter och bland dessa kan det ibland finnas de som medför omfattande ändringar till våra liv. Många av dessa innovationer når dock aldrig marknaden trots att grundidén har potential att förbättra vårdsystemet. En möjlig förklaring är de hinder som kan uppstå när en produkt eller tjänst lanseras. Denna rapport undersöker därför vad industrin anser vara de viktigaste momenten att tänka på under ett marknadsinträde. Rapporten bygger på intervjuer med experter från olika företag inom svensk sjukvård och ger en djupgående inblick, i form av en fallstudie, i ett företag aktivt inom behandling av kronisk huvudvärk. Rapporten identifierar ett antal utmaningar och hinder – där de mest framstående är vikten av att förstå det ersättningssystem som dominerar svensk sjukvård, utmaningen i att hitta rätt kompetens och rollen som samverkan med existerande bolag spelar. Slutligen presenteras en modell för marknadsinträde och konkretiserar konceptet ’pilotdöd’ – där ett bolags lösning inte lyckas nå någon större användning efter ett pilotsamarbete.

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The diploma thesis deals with the sources of trust in artificial intelligence, and how these sources are conditioned by social representations. It examines what risks the user is aware of when using artificial intelligence and how various factors affect the user's thinking. Artificial intelligence is represented in my work by intelligent virtual assistants (IVA). Based on semi-structured research interviews with their users, I have identified as the main sources of trust: neutrality, belief in the future, fulfillment of expectations and closeness. The first two sources are constant and based on social structure, while the last two sources of trust are based directly on user experience and are variable over time. It was also found that social representations have a significant impact on sources of trust. I divided all social representations into three categories - mechanicality, personification, intangibility, according to which the user's perception of artificial intelligence could be assessed and, based on that, his thinking about it. Because of this, I have proved that the trust of users is conditioned by social representations. An important part of trust is risk awareness. In my work, I have identified six main risks that users are aware of: unexpected software error, mechanical error, misuse of...

[pt] O presente estudo parte da premissa de que novas formas de se comunicar surgem ao longo dos anos, inclusive na relação entre o humano e a máquina, onde, atualmente, a fala é o veículo comunicacional predominante. E nesse diálogo há uma busca para a adequação da máquina à nossa forma de comunicação e uma constante necessidade de adequação dos seres humanos à forma de comunicação da máquina. Essa investigação visa elucidar se sistemas baseados em interfaces de voz compõe o modelo de interação fundado no que se define como conversa, sendo amparados pelas áreas da ergonomia e usabilidade e por fundamentos provenientes da teoria da conversação. Este trabalho encontra-se estruturado em quatro seções: a primeira equivale a fundamentação teórica; a segunda seção abrange o levantamento de dados através de entrevistas com usuários de interfaces conversacionais; a terceira seção constitui-se na análise de conteúdo das entrevistas; e por fim, a quarta seção envolve as considerações em torno das experiências no uso de interfaces conversacionais atuais. / [en] The present study starts from the premise that new ways of communication are emerging throughout the years, including the relationship between human and machine, which nowadays, speech is the predominant communicational vehicle. And in this dialogue, there is a search for the adaptation of the machine to our form of communication and a constant need to human s adaptation to the machine s form of communication. This investigation attempts to clarify if systems based on voice interfaces are in fact composed by a model of interaction that is defined as conversation, and if they are actually being supported by the areas of ergonomics, usability, and also by the basics fundaments of conversation theory. This work finds itself structured in four sections: the first one corresponds to the theoretical foundations; the second section embraces data collection, which gathered several interviews with the users of conversational interfaces; the third section is established on the content analysis of the previous interviews; lastly, the fourth section concerns the final considerations of the current experience of conversational interfaces.

This paper researches how different amounts of data affect different word vector models for classification of dialog system user input. A hypothesis is tested that there is a data threshold for dense vector models to reach the state-of-the-art performance that have been shown with recent research, and that character-level n-gram word-vector classifiers are especially suited for Swedish classifiers–because of compounding and the character-level n-gram model ability to vectorize out-of-vocabulary words. Also, a second hypothesis is put forward that models trained with single statements are more suitable for chat user input classification than models trained with full conversations. The results are not able to support neither of our hypotheses but show that sparse vector models perform very well on the binary classification tasks used. Further, the results show that 799,544 words of data is insufficient for training dense vector models but that training the models with full conversations is sufficient for single statement classification as the single-statement- trained models do not show any improvement in classifying single statements. / Detta arbete undersöker hur olika datamängder påverkar olika slags ordvektormodeller för klassificering av indata till dialogsystem. Hypotesen att det finns ett tröskelvärde för träningsdatamängden där täta ordvektormodeller när den högsta moderna utvecklingsnivån samt att n-gram-ordvektor-klassificerare med bokstavs-noggrannhet lämpar sig särskilt väl för svenska klassificerare söks bevisas med stöd i att sammansättningar är särskilt produktiva i svenskan och att bokstavs-noggrannhet i modellerna gör att tidigare osedda ord kan klassificeras. Dessutom utvärderas hypotesen att klassificerare som tränas med enkla påståenden är bättre lämpade att klassificera indata i chattkonversationer än klassificerare som tränats med hela chattkonversationer. Resultaten stödjer ingendera hypotes utan visar istället att glesa vektormodeller presterar väldigt väl i de genomförda klassificeringstesterna. Utöver detta visar resultaten att datamängden 799 544 ord inte räcker till för att träna täta ordvektormodeller väl men att konversationer räcker gott och väl för att träna modeller för klassificering av frågor och påståenden i chattkonversationer, detta eftersom de modeller som tränats med användarindata, påstående för påstående, snarare än hela chattkonversationer, inte resulterar i bättre klassificerare för chattpåståenden.

Kunskapshantering är ett forskningsområde som handlar om att samla in, dela, förvalta samt applicera kunskap. Chatbotars användningsområde har idag främst varit för att öka den operativa effektiviteten, personifiera organisationers kundtjänst och genomföra datadrivna beslut. Tidigare forskning visar att användning av chatbotar för att förbättra arbetsprocesser som kunskapshantering är ett underforskat område. Därav syftar denna studie till att öka medvetenheten och förståelsen för chatbotars potential inom kunskapsintensiva organisationer. Studien antog en kvalitativ ansats som inleddes med en litteraturstudie som användes för att formulera intervjuguiden. Datainsamlingen har genomförts genom semistrukturerade intervjuer. De teman som identifierades i studien är: Intern och extern dokumentation, informationssökning och problemlösning, samt kommunikation och kunskapsdelning. Studien diskuterar hur chatbotar kan användas som stöd inom dessa teman.  Studien drar slutsatsen att chatbotar kan stödja kunskapsintensiva organisationer genom att agera som en smart assistent. Däremot lyfter studien upp begränsningar och etiska aspekter avseende användningsområdet.   Studiens bidrag till befintlig forskning består av förslag på hur chatbotar kan stödja kunskapshanteringsprocessen genom studiens analytiska teman, vilket är en stark reflektion av kunskapshanteringsprocessen. / Knowledge management is a research area that deals with collecting, sharing, managing, and applying knowledge. The primary use of chatbots today has been to increase operational efficiency, personalize customer service in organizations, and carry out data-driven decisions. Previous research indicates that the use of chatbots to improve work processes such as knowledge management is an under-researched area. Therefore, this study aims to increase awareness and understanding of the potential of chatbots in knowledge-intensive organizations. The study adopted a qualitative approach that began with a literature review, which was used to formulate the interview guide. Data collection was carried out through semi-structured interviews. The themes identified in the study are: Internal and external documentation, information search and problem solving, and communication and knowledge sharing. The study discusses how chatbots can be used to support these themes. The study concludes that chatbots can support knowledge-intensive organizations by acting as a smart assistant. However, the study raises limitations and ethical aspects concerning the area of use. The study's contribution to existing research consists of suggestions on how chatbots can support the knowledge management process through the study's analytical themes, which is a strong reflection of the knowledge management process.

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