Desarrollo de un asistente inteligente para la atención automatizada de clientes en la Cooperativa de Ahorro y Crédito Yuyay Ltda

Abstract

This work develops an intelligent conversational assistant for the ‘Yuyay Ltda.’ Savings and Loan Association, aimed at improving customer service by automating frequent asked questions, providing information on products and services, scheduling appointments, and referring cases to human advisors. The research follows a qualitative approach and uses the prototyping methodology, which allowed the system to be iteratively validated through interviews and pilot tests. The prototype, called YuyayBot, was implemented with the n8n automation platform, natural language processing techniques, and a PostgreSQL database, integrated into the Telegram digital channel to ensure continuous availability. The results show that the virtual assistant reduces response times, optimizes the operational workload, and strengthens the partner's experience, constituting a viable, safe, and scalable technological solution that contributes to the digital transformation of the cooperative and the strengthening of its institutional competitiveness.