Virtual assistance in customer service in the associations of the popular and solidarity economy

Abstract

Introduction: the research study focuses on analyzing the continuous technological development that is evident today, considering the main needs of organizations, with virtual assistants being one of the main factors that are being incorporated into customer service, using computer systems, which allow users to raise doubts and resolve concerns about products and services. Objective: analyze virtual assistance in customer service in the associations of the popular and solidarity economy of the Province of Cotopaxi today. Methodology: the methodology has a quantitative approach that is cross-sectional because it allows data collection using the observation technique and a questionnaire of 20 closed multiple-choice questions distributed in four dimensions, such as demographic environment, knowledge about technology, experience with customer service, perception of virtual assistance and customer service with virtual assistance. the instrument was designed based on questions on the Likert scale, the population was made up of 8 associations from Maná, 4 from Salcedo, 2 from Pujilí and 1 from Latacunga giving a total of 15 associations. In this way, the results will be evaluated through analysis, statistical graphs, and descriptive tables for an adequate interpretation of the data. Results: the survey began with 86.7% of people agreeing and the remaining 13.3% indicating they completely agreed, which indicates that people are aware of the existence of virtual assistants. However, there is disagreement on the part of the associations, which is 66.7%, when offering customer service; therefore, 26.7% show that they totally agree that there are delays in customer service. customer and 6.7% of those surveyed emphasize that if there are delays. Regarding whether they have had difficulties, 60% of those surveyed have problems providing optimal service to clients, 26.7% disagree because they express that they do provide quality service and 13.3% totally agree. with the attention it offers. 86.7% of the participants believe that the information is useful and accurate, giving way to the application of virtual assistance technologies. 80% of those surveyed totally agree and agree with the use of these technological tools, which allow them to provide excellent customer service, and 20% disagree because it is better to provide customer service in person. How virtual. Conclusion: the research highlights the importance of the use of virtual assistants in customer service as a tool that allows the development and productive growth in the associations of Popular and Solidarity Economy of the Province of Cotopaxi.