Desarrollo e implementación de una página web con Chatbot, para el proceso de solicitud de exámenes de laboratorio de la empresa “SANLAC S.A.”

Abstract

The degree work aims to implement a web page with a chatbot through the use of cutting-edge technologies, to optimize the processes of the company Sanlac S.A. Denoting the problem of study, where the inconveniences that laboratories Sanlac S.A. It presents, as the slowness in the transmission of the information for the clients. Analyzing the needs regarding the examination consultation process, identifying the most requested services by clients, where it is designed through use case diagrams, the processes and participants that intervene in the business model of the medical entity, where create the website, along with the chatbot. The technologies used throughout the development of the website are detailed by several authors, such as the use of a Content Management System (CMS) for the creation of the software, implementing a chatbot with Machine Learning through Dialogflow. Also, the use of external APIs for HTTP connections and email notifications. For this, the non-experimental research design is used with a mixed approach to obtain information, through information gathering techniques, such as surveys and interviews, which, through the Likert scale, proceed to normalize for a correct understanding of information towards the respondents and interviewees, at the same time its scope is determined from the exploratory research, analyzing what is unknown, collecting information from various bibliographic sources, observing the antecedents of the object of study, in order to determine its characteristics through descriptive research. Finally, reaching the conclusion that laboratories Sanlac S.A. You have the need to implement a website with a chatbot, to streamline the consultation processes for medical examinations, provide accurate information to users, to maximize the demand and supply of the services available.