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Abstract(s)
Este documento visa descrever o processo de investigação e desenvolvimento do projeto realizado na empresa Redicom, mais concretamente, a melhoria do serviço de conversação disponibilizado pela plataforma de comércio eletrónico, que é desenvolvida pela empresa. O objetivo principal, incide na melhoria desse serviço por forma a torná-lo mais competitivo. Aliado a isto, é também pretendido oferecer meios para que os clientes possam automatizar processos, fazer uma gestão mais eficiente dos recursos e diminuir o número de questões e respostas repetidas, que os seus agentes têm de enviar aos seus clientes. Para atingir estes objetivos, será implementado um assistente pessoal, mais concretamente um chatbot para integrar esse serviço e, por sua vez, oferecer mais um meio para que os clientes da Redicom possam manter um contacto mais amigável, atempado e próximo com os seus consumidores. Desta forma, foram apresentados inicialmente os temas e conceitos mais importantes para o contexto deste documento, seguidos de uma análise às várias ferramentas/ serviços similares de conversação, para permitir avaliar as suas funcionalidades e reunir as que mais se destacam. Após a recolha dessa informação, procedeu-se à análise de valor, que permitiu identificar e refinar os requisitos do cliente, bem como verificar que a implementação de um chatbot é uma mais-valia para tornar o serviço de conversação mais competitivo. Isto, em função dos critérios definidos e das suas respectivas importâncias. Seguidamente, realizou-se a análise e o design do software, onde foram apresentados os requisitos funcionais e não funcionais, as alternativas, bem como a arquitetura proposta para a solução. Por fim, e após a descrição da implementação, foram apresentadas as métricas utilizadas para analisar e avaliar a solução desenvolvida, permitindo assim identificar eventuais pontos críticos ou desvios ao comportamento previsto. Desta forma, foi possível garantir uma melhor qualidade do produto final e um cumprimento dos requisitos do cliente.
This document aims to describe the research and development process of the project carried out at the company Redicom, more specifically, the improvement of the chat service provided by the e-commerce platform, which is developed by the company. The main objective focuses on improving this service to make it more competitive. Allied to this, it is also intended to offer ways for customers to automate processes, manage resources more efficiently and reduce the number of repeated questions and answers that their agents need to send to their customers. To achieve these goals, a personal assistant will be implemented, more specifically a chatbot to integrate this service and, in turn, offer another means for Redicom customers to maintain a friendlier, more timely and closer contact with their consumers. In this way, the most important themes, and concepts for the context of this document were initially presented, followed by an analysis of the various similar conversation tools/ services, to allow evaluating their functionalities and bringing together those that stand out the most. After collecting this information, a value analysis was carried out, which allowed the identification and refinement of customer requirements, as well as verifying that the implementation of a chatbot is an asset to make the chat service more competitive. This, depending on the defined criteria and their respective importance. Then, the analysis and design of the software was performed, where the functional and non-functional requirements, the alternatives, as well as the architecture proposed for the solution were presented. Finally, and after describing the implementation, the metrics used to analyze and evaluate the developed solution were presented, thus allowing the identification of any critical points or deviations from the expected behavior. In this way, it was possible to guarantee a better quality of the final product and compliance with the customer's requirements.
This document aims to describe the research and development process of the project carried out at the company Redicom, more specifically, the improvement of the chat service provided by the e-commerce platform, which is developed by the company. The main objective focuses on improving this service to make it more competitive. Allied to this, it is also intended to offer ways for customers to automate processes, manage resources more efficiently and reduce the number of repeated questions and answers that their agents need to send to their customers. To achieve these goals, a personal assistant will be implemented, more specifically a chatbot to integrate this service and, in turn, offer another means for Redicom customers to maintain a friendlier, more timely and closer contact with their consumers. In this way, the most important themes, and concepts for the context of this document were initially presented, followed by an analysis of the various similar conversation tools/ services, to allow evaluating their functionalities and bringing together those that stand out the most. After collecting this information, a value analysis was carried out, which allowed the identification and refinement of customer requirements, as well as verifying that the implementation of a chatbot is an asset to make the chat service more competitive. This, depending on the defined criteria and their respective importance. Then, the analysis and design of the software was performed, where the functional and non-functional requirements, the alternatives, as well as the architecture proposed for the solution were presented. Finally, and after describing the implementation, the metrics used to analyze and evaluate the developed solution were presented, thus allowing the identification of any critical points or deviations from the expected behavior. In this way, it was possible to guarantee a better quality of the final product and compliance with the customer's requirements.
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Keywords
Chatbot PHP MySQL HTML jQuery