Plataforma para aferição e análise de clientes baseado em contexto com aplicação de inteligência artificial

Abstract

With the rise of the service-oriented business model, ensuring quality requirements in the provision of services becomes increasingly important for organizations. Cutting-edge companies invest strategically in customer satisfaction initiatives since satisfied consumers tend to buy back more and could help companies to reduce the cost of acquiring new customers. The purpose of this work is to present a new platform, which helps organizations in the construction and application of customer satisfaction surveys, considering the consumer context. Using different computational techniques, which involve Artificial Intelligence (AI) and Natural Language Processing (NLP), the tool offers similar research recommendations to be used as a reference, as well as the construction and suggestion of questions during the process of elaborating satisfaction surveys. The Context Aware Computing (CAC) techniques used also allow the platform to consider the consumer’s context to determine the best question and time for application. Through a proof of concept, carried out in a University Library, using the platform, it is possible to observe that the platform is able to offer a good experience to customers in the service evaluation process.