Framework for creation of ChatBots by end user

Abstract

Quality in customer service is one of the most important points for the survival of a company in the market. The classic means of service such as telephones and emails have been replaced by alternative channels, so as to offer convenience and efficiency to the end customer. The cost related to the care by humans is high, mainly regarding the common questions of the users. This work presents a possible solution to increase the efficiency and effectiveness of the company's relationship with the client, through a Software capable of assisting in the creation of an automated virtual attendant. The implementation of this solution allows the end user without technical knowledge to be able to develop and manage a ChatBot, reducing costs and time of service of a specialized team.