Chatbot for Technical Support, Analysis of Critical Success Factors Using Fuzzy Cognitive Maps

Miguel Angel Quiroz Martinez; Segundo Estuardo Mayorga Plua; Monica Daniela Gomez Rios; Maikel Yelandi Leyva Vázquez; Daniel Humberto Plua Moran

doi:10.1007/978-3-030-71503-8_28

Chatbot for Technical Support, Analysis of Critical Success Factors Using Fuzzy Cognitive Maps

Miguel Angel Quiroz Martinez
, Segundo Estuardo Mayorga Plua
, Monica Daniela Gomez Rios
, Maikel Yelandi Leyva Vázquez
, Daniel Humberto Plua Moran

Research Group in Artificial Intelligence and Facial Recognition (GIIAR)

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

4 Scopus citations

Abstract

Remote assistance needs to be automated for better coverage in time, quality, and quantity of clients. The problem is that by increasing the number of clients with the same amount of attention personnel or none, the waiting time of clients increases, and the quality of attention decreases. The objective of this research is to perform an analysis of the general critical success factors by simulating fuzzy cognitive maps applied to a chatbot for technical support. The methodology applied is exploratory, qualitative, descriptive research and de-duction to analyze the references on chatbots, technical support, critical success factors and fuzzy cognitive maps. This research resulted in a Definition of general critical success factors for a technical support chatbot, a Simulation of critical factors in a fuzzy cognitive map, an Analysis of critical success factors, and a general architecture prototype for the technical support chatbot. It was concluded that among the main critical factors for a project are important elements the knowledge of experts, expertise, and human resources; the application and analysis of CSF through FCM helps in the improvement and optimization of the factors/tasks of the chatbot project for technical support.

Original language	English
Title of host publication	Applied Technologies - Second International Conference, ICAT 2020, Proceedings
Editors	Miguel Botto-Tobar, Sergio Montes León, Oscar Camacho, Danilo Chávez, Pablo Torres-Carrión, Marcelo Zambrano Vizuete
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	363-375
Number of pages	13
ISBN (Print)	9783030715021
DOIs	https://doi.org/10.1007/978-3-030-71503-8_28
State	Published - 2021
Event	2nd International Conference on Applied Technologies, ICAT 2020 - Virtual, Online Duration: 2 Dec 2020 → 4 Dec 2020

Publication series

Name	Communications in Computer and Information Science
Volume	1388 CCIS
ISSN (Print)	1865-0929
ISSN (Electronic)	1865-0937

Conference

Conference	2nd International Conference on Applied Technologies, ICAT 2020
City	Virtual, Online
Period	2/12/20 → 4/12/20

Bibliographical note

Publisher Copyright:
© 2021, Springer Nature Switzerland AG.

Keywords

Chatbots
Critical success factors
Fuzzy cognitive maps simulation
Natural language
Technical support

CACES Knowledge Areas

316A Software and Applications Development and Analysis

Access to Document

10.1007/978-3-030-71503-8_28

Cite this

Quiroz Martinez, M. A., Mayorga Plua, S. E., Gomez Rios, M. D., Leyva Vázquez, M. Y., & Plua Moran, D. H. (2021). Chatbot for Technical Support, Analysis of Critical Success Factors Using Fuzzy Cognitive Maps. In M. Botto-Tobar, S. Montes León, O. Camacho, D. Chávez, P. Torres-Carrión, & M. Zambrano Vizuete (Eds.), Applied Technologies - Second International Conference, ICAT 2020, Proceedings (pp. 363-375). (Communications in Computer and Information Science; Vol. 1388 CCIS). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-030-71503-8_28

Quiroz Martinez, Miguel Angel ; Mayorga Plua, Segundo Estuardo ; Gomez Rios, Monica Daniela et al. / Chatbot for Technical Support, Analysis of Critical Success Factors Using Fuzzy Cognitive Maps. Applied Technologies - Second International Conference, ICAT 2020, Proceedings. editor / Miguel Botto-Tobar ; Sergio Montes León ; Oscar Camacho ; Danilo Chávez ; Pablo Torres-Carrión ; Marcelo Zambrano Vizuete. Springer Science and Business Media Deutschland GmbH, 2021. pp. 363-375 (Communications in Computer and Information Science).

@inproceedings{5a31ab6bc43d44beabbbfa24bac8d59b,

title = "Chatbot for Technical Support, Analysis of Critical Success Factors Using Fuzzy Cognitive Maps",

abstract = "Remote assistance needs to be automated for better coverage in time, quality, and quantity of clients. The problem is that by increasing the number of clients with the same amount of attention personnel or none, the waiting time of clients increases, and the quality of attention decreases. The objective of this research is to perform an analysis of the general critical success factors by simulating fuzzy cognitive maps applied to a chatbot for technical support. The methodology applied is exploratory, qualitative, descriptive research and de-duction to analyze the references on chatbots, technical support, critical success factors and fuzzy cognitive maps. This research resulted in a Definition of general critical success factors for a technical support chatbot, a Simulation of critical factors in a fuzzy cognitive map, an Analysis of critical success factors, and a general architecture prototype for the technical support chatbot. It was concluded that among the main critical factors for a project are important elements the knowledge of experts, expertise, and human resources; the application and analysis of CSF through FCM helps in the improvement and optimization of the factors/tasks of the chatbot project for technical support.",

keywords = "Chatbots, Critical success factors, Fuzzy cognitive maps simulation, Natural language, Technical support",

author = "\{Quiroz Martinez\}, \{Miguel Angel\} and \{Mayorga Plua\}, \{Segundo Estuardo\} and \{Gomez Rios\}, \{Monica Daniela\} and \{Leyva V{\'a}zquez\}, \{Maikel Yelandi\} and \{Plua Moran\}, \{Daniel Humberto\}",

note = "Publisher Copyright: {\textcopyright} 2021, Springer Nature Switzerland AG.; 2nd International Conference on Applied Technologies, ICAT 2020 ; Conference date: 02-12-2020 Through 04-12-2020",

year = "2021",

doi = "10.1007/978-3-030-71503-8\_28",

language = "English",

isbn = "9783030715021",

series = "Communications in Computer and Information Science",

publisher = "Springer Science and Business Media Deutschland GmbH",

pages = "363--375",

editor = "Miguel Botto-Tobar and \{Montes Le{\'o}n\}, Sergio and Oscar Camacho and Danilo Ch{\'a}vez and Pablo Torres-Carri{\'o}n and \{Zambrano Vizuete\}, Marcelo",

booktitle = "Applied Technologies - Second International Conference, ICAT 2020, Proceedings",

address = "Germany",

}

Quiroz Martinez, MA, Mayorga Plua, SE, Gomez Rios, MD, Leyva Vázquez, MY & Plua Moran, DH 2021, Chatbot for Technical Support, Analysis of Critical Success Factors Using Fuzzy Cognitive Maps. in M Botto-Tobar, S Montes León, O Camacho, D Chávez, P Torres-Carrión & M Zambrano Vizuete (eds), Applied Technologies - Second International Conference, ICAT 2020, Proceedings. Communications in Computer and Information Science, vol. 1388 CCIS, Springer Science and Business Media Deutschland GmbH, pp. 363-375, 2nd International Conference on Applied Technologies, ICAT 2020, Virtual, Online, 2/12/20. https://doi.org/10.1007/978-3-030-71503-8_28

Chatbot for Technical Support, Analysis of Critical Success Factors Using Fuzzy Cognitive Maps. / Quiroz Martinez, Miguel Angel; Mayorga Plua, Segundo Estuardo; Gomez Rios, Monica Daniela et al.
Applied Technologies - Second International Conference, ICAT 2020, Proceedings. ed. / Miguel Botto-Tobar; Sergio Montes León; Oscar Camacho; Danilo Chávez; Pablo Torres-Carrión; Marcelo Zambrano Vizuete. Springer Science and Business Media Deutschland GmbH, 2021. p. 363-375 (Communications in Computer and Information Science; Vol. 1388 CCIS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Chatbot for Technical Support, Analysis of Critical Success Factors Using Fuzzy Cognitive Maps

AU - Quiroz Martinez, Miguel Angel

AU - Mayorga Plua, Segundo Estuardo

AU - Gomez Rios, Monica Daniela

AU - Leyva Vázquez, Maikel Yelandi

AU - Plua Moran, Daniel Humberto

PY - 2021

Y1 - 2021

N2 - Remote assistance needs to be automated for better coverage in time, quality, and quantity of clients. The problem is that by increasing the number of clients with the same amount of attention personnel or none, the waiting time of clients increases, and the quality of attention decreases. The objective of this research is to perform an analysis of the general critical success factors by simulating fuzzy cognitive maps applied to a chatbot for technical support. The methodology applied is exploratory, qualitative, descriptive research and de-duction to analyze the references on chatbots, technical support, critical success factors and fuzzy cognitive maps. This research resulted in a Definition of general critical success factors for a technical support chatbot, a Simulation of critical factors in a fuzzy cognitive map, an Analysis of critical success factors, and a general architecture prototype for the technical support chatbot. It was concluded that among the main critical factors for a project are important elements the knowledge of experts, expertise, and human resources; the application and analysis of CSF through FCM helps in the improvement and optimization of the factors/tasks of the chatbot project for technical support.

AB - Remote assistance needs to be automated for better coverage in time, quality, and quantity of clients. The problem is that by increasing the number of clients with the same amount of attention personnel or none, the waiting time of clients increases, and the quality of attention decreases. The objective of this research is to perform an analysis of the general critical success factors by simulating fuzzy cognitive maps applied to a chatbot for technical support. The methodology applied is exploratory, qualitative, descriptive research and de-duction to analyze the references on chatbots, technical support, critical success factors and fuzzy cognitive maps. This research resulted in a Definition of general critical success factors for a technical support chatbot, a Simulation of critical factors in a fuzzy cognitive map, an Analysis of critical success factors, and a general architecture prototype for the technical support chatbot. It was concluded that among the main critical factors for a project are important elements the knowledge of experts, expertise, and human resources; the application and analysis of CSF through FCM helps in the improvement and optimization of the factors/tasks of the chatbot project for technical support.

KW - Chatbots

KW - Critical success factors

KW - Fuzzy cognitive maps simulation

KW - Natural language

KW - Technical support

UR - https://www.scopus.com/pages/publications/85107364417

U2 - 10.1007/978-3-030-71503-8_28

DO - 10.1007/978-3-030-71503-8_28

M3 - Conference contribution

AN - SCOPUS:85107364417

SN - 9783030715021

T3 - Communications in Computer and Information Science

SP - 363

EP - 375

BT - Applied Technologies - Second International Conference, ICAT 2020, Proceedings

A2 - Botto-Tobar, Miguel

A2 - Montes León, Sergio

A2 - Camacho, Oscar

A2 - Chávez, Danilo

A2 - Torres-Carrión, Pablo

A2 - Zambrano Vizuete, Marcelo

PB - Springer Science and Business Media Deutschland GmbH

T2 - 2nd International Conference on Applied Technologies, ICAT 2020

Y2 - 2 December 2020 through 4 December 2020

ER -

Quiroz Martinez MA, Mayorga Plua SE, Gomez Rios MD, Leyva Vázquez MY, Plua Moran DH. Chatbot for Technical Support, Analysis of Critical Success Factors Using Fuzzy Cognitive Maps. In Botto-Tobar M, Montes León S, Camacho O, Chávez D, Torres-Carrión P, Zambrano Vizuete M, editors, Applied Technologies - Second International Conference, ICAT 2020, Proceedings. Springer Science and Business Media Deutschland GmbH. 2021. p. 363-375. (Communications in Computer and Information Science). doi: 10.1007/978-3-030-71503-8_28

Chatbot for Technical Support, Analysis of Critical Success Factors Using Fuzzy Cognitive Maps

Abstract

Publication series

Conference

Bibliographical note

Keywords

CACES Knowledge Areas

Access to Document

Other files and links

Fingerprint

Cite this