Desarrollo de un asistente virtual web para la EPN y un asistente dirigido por voz en los kioscos digitales de la DGIP

Abstract

This document focuses on the development of a virtual assistant (ChatBot) to be used by students and authorities of the National Polytechnic School (EPN) as assistance for user assistance provided by the Directorate of Information Management and processes (DGIP). The document shows an architecture that integrates the web services of the case study, a ChatBot for the kiosks located in each faculty, a knowledge base, and an intelligent language processing platform developed by Google, DialogFlow. With this architecture, the ChatBot is facilitated to give answers through personalized dialogues focused on natural language processing. The dialogues were created based on the modules of queries, requests and frequently asked questions delivered by the DGIP. For the ChatBot interface, two channels were designated (web page of the EPN, and a mobile application for the kiosks located inside the institution). Additionally, an assessment is made to the ChatBot through quality parameters such as: levels of effectiveness and degree of user satisfaction.