CHATBOT: em busca de melhoria no atendimento do Serviço de Informação ao Cidadão da UFPB

Abstract

Competitiveness between organizations is a fact today, whether between private or public companies. In this way, companies aim for better performance and for public organizations, performance is related to serving citizens, where greater transparency is expected. The Access to Information Law (LAI) not only ensures this cause, but also encourages the use of tools for continuous improvement. In this sense, the present technological report intends to analyze how the use of the chatbots tool in the UFPB citizen information service can contribute to the performance of care. Through a semi-structured interview with the head of the Citizen Information System, the technological report enables the implementation of the chatbot tool in the UFPB Information Coordination, with improvements in speed, accessibility, economy and transparency.