Virtual assistance in customer service in the associations of the popular and solidarity economy
Main Article Content
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.
Downloads
Article Details
![Creative Commons License](http://i.creativecommons.org/l/by-nc-sa/4.0/88x31.png)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
References
Baque Cantos, M. A., Baque Moran, A. B., & Jaime Baque, M. Á. (2021). Marketing digital y su incidencia en el desarrollo comercial de las microempresas de la ciudad de Manta pos-COVID 19. Revista Publicando, 8(31), 50-60. https://doi.org/10.51528/rp.vol8.id2233
Castro Ñaupa, Y. V., & Gonzales Jesús, L. A. (2022). Asistente virtual para la atención al cliente de la Empresa Trevo S.A.C. [Tesis de pregrado, Universidad Cesar Vallejo, Lima, Perú]. https://hdl.handle.net/20.500.12692/109594
Delgado Chávez, M. I., Mendoza Zamora, W. M., Quinche Chuqui, A. D. R., & Ponce Párraga, M. M. (2021). Impacto de la economía popular y solidaria en el sector cooperativo ecuatoriano. RECIMUNDO, 5(2), 426-439. https://doi.org/10.26820/recimundo/5.(2).abril.2021.426-439
Gallardo Chávez, Edwin Alfredo. (2020). Agente inteligente para la atención al cliente en el servicio de canales digitales en la empresa B2B profesional S.A.C. [Tesis de pregrado, Universidad Cesar Vallejo, Lima, Perú]. https://hdl.handle.net/20.500.12692/54085
Heredia Acevedo, D., Ceballos, Y., & Sánchez Torres, G. (2020). Modelo de simulación de eventos discretos para el análisis y mejora del proceso de atención al cliente. Investigación Innovación en Ingenierías, 8(2), 44–61. https://doi.org/10.17081/invinno.8.2.3639
Jiménez Moreno, J. A., Contreras Espinoza, I. de J., & López Ornelas, M. (2022). Lo cuantitativo y cualitativo como sustento metodológico en la investigación educativa: un análisis epistemológico. Revista Humanidades, 12(2), e51418. https://doi.org/10.15517/h.v12i2.51418
Martínez Polo, Josep. (2019). Confianza y reputación online en los usuarios de plataformas digitales colaborativas de acceso compartido y bajo demanda [Tesis de doctorado, Universidad Católica de Murcia, Murcia, España]. http://hdl.handle.net/10952/4441
Ramires Hernández, P., & Valle Cruz, D. (2022). Los asistentes virtuales basados en inteligencia artificial. ReCIBE, Revista electrónica de Computación, Informática, Biomédica y Electrónica, 11(2), C1–11. https://doi.org/10.32870/recibe.v11i2.251
Silva-Treviño, J. G., Macías-Hernández, B. A., Tello-Leal, E., & Delgado-Rivas, J. G. (2021). La relación entre la calidad en el servicio, satisfacción del cliente y lealtad del cliente: un estudio de caso de una empresa comercial en México. CienciaUAT, 15(2), 85-101. https://doi.org/10.29059/cienciauat.v15i2.1369
Superintendencia de Economía Popular y Solidaria [SEPS]. (2024a). Estudios sobre economía popular y solidaria. Gob.Ec. https://www.seps.gob.ec/estudios-sobre-economia-popular-y-solidaria-eps/
Superintendencia de Economía Popular y Solidaria [SEPS]. (2024b). Capacitación desde la SEPS: 10 años fortaleciendo al sector económico popular y solidario. Gob.EC. https://www.seps.gob.ec/wp-content/uploads/Panorama-SEPS-septiembre-2022.pdf
Torres Martínez, D. M., & Cruz Guerrero, S. A. (2020). ¿Qué tipos de agentes virtuales pueden usar las pequeñas empresas para mejorar su publicidad? Revista Vínculos, 17(2), 140–155. https://doi.org/10.14483/2322939X.16874
Valenzuela Salazar, N. L., Buentello Martínez, C. P., Gómez, L. A., & Villareal Sánchez, V. (2019). La atención al cliente, el servicio, el producto y el precio como variables determinantes de la satisfacción del cliente en una pyme de servicios. Revista GEON (Gestión, Organizaciones y Negocios), 6(2), 8-24. https://revistageon.unillanos.edu.co/index.php/geon/article/view/159/155
Villavicencio Zambrano, Vanessa Stefanía. (2023). Informe de sistematización de la experiencia del proyecto “ARCSA por un Ecuador Emprendedor 2017 -2022” para el fomento del crecimiento de la economía local y el fortalecimiento del sector productivo [Tesis de maestría, Universidad Casa Grande, Guayaquil, Ecuador]. http://dspace.casagrande.edu.ec:8080/handle/ucasagrande/4595
Zelada Flores, E. A. (2021). Gestión logística y atención al cliente en una empresa industrial del rubro alimentos, Lima 2021. Economía & Negocios: Revista de la Escuela Profesional de Ingeniería Comercial. 4(2), 1-23. https://dialnet.unirioja.es/servlet/articulo?codigo=8617507