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.