Automatización inteligente para PYMEs mediante chatbots con IA generativa
Palabras clave:
Inteligencia artificial, Chatbots, PYMEs, Transformación digital, Competencias digitalesResumen
Este artículo presenta el desarrollo e implementación de ORBE, un chatbot basado en inteligencia artificial generativa orientado a optimizar procesos de atención al cliente y reducir costos operativos en pequeñas y medianas empresas (PYMEs). La investigación se enmarca en la necesidad creciente de fortalecer las competencias digitales en sectores productivos, donde la adopción tecnológica constituye un proceso formativo clave para la transformación digital. Se empleó un diseño cuantitativo de alcance exploratorio, utilizando pruebas controladas con usuarios y análisis comparativo de tiempos de respuesta y cargas operativas. Los resultados evidencian una disminución significativa en tareas repetitivas, mejoras en la gestión de información y mayor eficiencia en la atención. Además, se identificó un proceso de aprendizaje organizacional asociado a la apropiación del chatbot por parte del personal. El estudio aporta evidencia sobre el potencial de la IA generativa como herramienta de apoyo en contextos de capacitación tecnológica y adopción digital en PYMEs.
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