LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE

Guido Trujillo Valdiviezo; Desmond Mejía Ayala; Lino Rodríguez Alegre

doi:10.37467/revtechno.v13.4816

LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE

Guido Trujillo Valdiviezo
, Desmond Mejía Ayala
, Lino Rodríguez Alegre

Producción científica: Contribución a una revista › Artículo › revisión exhaustiva

4 Citas (Scopus)

Resumen

In an environment characterized by relentless technological development, ICTs have disrupted the way people communicate and interact. Virtual assistants, by automating customer service processes, minimize the intervention of people, reducing resources of business entities. Likewise, they manage to strengthen their position in the market by adding value to their portfolio, and in this way, they manage to increase the relationship with customers. It is concluded that virtual assistants positively influence customer service, since it was possible to improve indicators such as empathy, reliability in service and responsiveness.

Título traducido de la contribución	VIRTUAL ASSISTANTS AND THE QUALITY OF SERVICE TO THE CUSTOMER
Idioma original	Español
Publicación	TECHNO Review. International Technology, Science and Society Review / Revista Internacional de Tecnología, Ciencia y Sociedad
Volumen	13
N.º	4
DOI	https://doi.org/10.37467/revtechno.v13.4816
Estado	Publicada - 28 feb. 2023

Palabras clave

Customer
Empathy
Innovation
Quality of service
Reliability
Technology
Virtual assistants

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10.37467/revtechno.v13.4816

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title = "LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE",

abstract = "In an environment characterized by relentless technological development, ICTs have disrupted the way people communicate and interact. Virtual assistants, by automating customer service processes, minimize the intervention of people, reducing resources of business entities. Likewise, they manage to strengthen their position in the market by adding value to their portfolio, and in this way, they manage to increase the relationship with customers. It is concluded that virtual assistants positively influence customer service, since it was possible to improve indicators such as empathy, reliability in service and responsiveness.",

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author = "Valdiviezo, \{Guido Trujillo\} and Ayala, \{Desmond Mej{\'i}a\} and Alegre, \{Lino Rodr{\'i}guez\}",

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LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE. / Valdiviezo, Guido Trujillo; Ayala, Desmond Mejía; Alegre, Lino Rodríguez.
En: TECHNO Review. International Technology, Science and Society Review / Revista Internacional de Tecnología, Ciencia y Sociedad, Vol. 13, N.º 4, 28.02.2023.

Producción científica: Contribución a una revista › Artículo › revisión exhaustiva

TY - JOUR

T1 - LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE

AU - Valdiviezo, Guido Trujillo

AU - Ayala, Desmond Mejía

AU - Alegre, Lino Rodríguez

N1 - Publisher Copyright: © GKA Ediciones, authors.

PY - 2023/2/28

Y1 - 2023/2/28

N2 - In an environment characterized by relentless technological development, ICTs have disrupted the way people communicate and interact. Virtual assistants, by automating customer service processes, minimize the intervention of people, reducing resources of business entities. Likewise, they manage to strengthen their position in the market by adding value to their portfolio, and in this way, they manage to increase the relationship with customers. It is concluded that virtual assistants positively influence customer service, since it was possible to improve indicators such as empathy, reliability in service and responsiveness.

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KW - Empathy

KW - Innovation

KW - Quality of service

KW - Reliability

KW - Technology

KW - Virtual assistants

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JO - TECHNO Review. International Technology, Science and Society Review / Revista Internacional de Tecnología, Ciencia y Sociedad

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IS - 4

ER -

LOS ASISTENTES VIRTUALES Y LA CALIDAD DE SERVICIO AL CLIENTE

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Palabras clave

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