Projeto de Aplicação Chatbot Web para o gerenciamento de chamados de atendimento: um estudo de caso na UFPB

Abstract

The Federal University of Para´ıba (UFPB) is an autonomous institution with a special status, dedicated to teaching, research, and outreach. Given the diversity of departments that provide services to the academic community, each with its own system for requesting service, the need arose to create a tool to centralize and simplify the process of opening service tickets for these departments. Based on this need, a chatbot system was developed to open service tickets via WhatsApp, aiming to simplify and unify the systems used by some departments. Due to the users’ familiarity with this tool, we were able to streamline and centralize the process of opening service tickets, expanding the range of devices that can request services, since WhatsApp is available on web and mobile platforms. This entire process is transparent to the staff responsible for service in the department, eliminating the need for training to use a new platform, which represents a significant gain in efficiency. This work presents a case study of this application, starting from requirements engineering, through its design and development, and concluding with the results obtained.