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Optimizing Customer Care Services by Developing the Virtual Assistant AI Jarvis

Abstract:

In the current digital era, companies must constantly optimize their processes to increase efficiency and customer satisfaction. This paper presents the virtual assistant AI Jarvis, which has been implemented to offer efficient management of queries and execution of automated processes. To develop the virtual assistant, we consider the customer care area of the Fisa Group, a company that specializes in providing innovative technological solutions and consulting services for the financial sector in Latin America. To provide effective and reliable answers, a knowledge base was created using the Confluence platform, where automated processes and the company’s internal knowledge were documented. This information later became valuable for inclusion in the virtual assistant to provide responses based on internal information. Additionally, a Webhook was implemented to act as an intermediary between DialogFlow, Jenkins, and other services, allowing automated processes to be executed directly from the virtual assistant. A preliminary test of the agent was carried out, and the results provided positive evaluations in terms of response accuracy, ease of use, response speed, and the usefulness of the automation features.