Desarrollo de un chatbot para agendamiento de citas por servicios profesionales usando interfaces conversacionales.

Abstract

The main process of scheduling an appointment involves verifying availability on the calendar. The process begins when the operator checks the available slots, and then the customer selects a slot and confirms the day and time for the appointment. This process takes too long. The proposed solution involves using a chatbot available on Facebook Messenger and WhatsApp platforms, which is available 24/7, 365 days a year, to enhance customer service. The chatbot can be customized according to the company's needs. The backend is developed using the NestJS framework and allows appointments to be directly scheduled on the calendar through the Google Calendar API. Dialogflow handles all the matching logic with keywords and requests the backend to respond to specific intents through the webhook. The web application enables customization of the chatbot's information, and the frontend is built using the Angular framework. The project utilized the SCRUM framework, enabling measurement and distribution of work based on the weight and priority of each user story. To verify the quality of development, the MARS methodology was employed, resulting in a functionality score of 4.35/5."