Otimização da comunicação institucional na UFCG através da implementação de chatbots: uma estratégia inovadora para melhoria do atendimento ao discente.

Abstract

This report addresses topics related to the progress and dissemination of information and communication technologies, as well as technological transformations in the 21st century and changes in social interactions resulting from the COVID-19 pandemic. These changes opened up new opportunities for work in Brazilian Public Universities. The main objective of the research was to analyze whether the inclusion of Chatbot as an additional communication channel at the Federal University of Campina Grande could be a strategic choice to meet the needs of its students. Based on the theory studied, the results of the questionnaires applied and the experiences of other Brazilian public entities that adopted the Chatbot, especially Federal Higher Education Institutions, it was possible to suggest the implementation of a Chatbot as an effective and innovative solution to improve UFCG's institutional communication. The objective is to optimize service, provide accurate and relevant information to users, and improve interaction and engagement with the academic community.