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Abstract(s)
Os sistemas de Inteligência Artificial permitem explorar várias temáticas em pormenor e servem ainda como ferramentas auxiliares para realizar numerosas tarefas, poupando assim tempo e esforço, como por exemplo no atendimento a clientes. Um chatbot, sendo uma forma de Inteligência Artificial, pode responder automaticamente a perguntas comuns dos utilizadores, por via do fornecimento de informações imediatas, originando assim a diminuição da carga dos agentes humanos, que ficam libertos para lidar com problemas mais complexos.
O presente projeto aborda esta temática, partindo da criação e implementação de um chatbot dentro de uma instituição de ensino superior em Portugal, que no caso é o Instituto Politécnico de Bragança. Dentro desta abordagem tem de se ter em conta, no âmbito do Mestrado de Tradução, a influência da tradução em contextos multiculturais e multilinguísticos, tal como o impacto que as tecnologias têm sobre a mesma.
O relatório aborda, numa primeira instância, conceitos e fundamentos teóricos relevantes para a execução e implementação do referido chatbot. Nesse sentido reflete-se sobre o significado da comunicação e tradução institucional no âmbito do Instituto Politécnico de Bragança, bem como sobre noções fundamentais da área da Inteligência Artificial e o modo como esta se reflete no tema em apreço.
Numa segunda fase incide-se sobre a ferramenta em si, a avaliação da sua necessidade através de inquérito, as opções tomadas em termos tecnológicos e a sua implementação propriamente dita. É ainda realizado um estudo com o intuito de avaliar a utilização do chatbot ao longo de um período experimental.
Finalmente, é apresentada uma reflexão crítica capaz de estabelecer conexões entre a primeira e segunda partes do relatório, conducente a considerações finais sobre uma ferramenta que, entendemos, fará parte do futuro da instituição e poderá contribuir para atender a constrangimentos de atendimento redundante de forma célere e objetiva.
Artificial Intelligence systems make it possible to explore various topics in detail and also serve as auxiliary tools for carrying out numerous tasks, thus saving time and effort, such as in customer service. A chabot, being a form of Artificial Intelligence, can automatically answer common questions from users by providing immediate information and reducing the burden on human agents so that they can deal with more complex problems. This project addresses this same issue, starting with the creation and implementation of a chatbot within a Higher Education Institution in Portugal, which in this case is the Bragança Polytechnic University. Within this approach, the influence of translation in multicultural and multilingual contexts must be taken into account, as well as the impact that technologies have on translation. The report initially addresses concepts and theoretical foundations relevant to the execution and implementation of this chatbot. In this sense, it reflects on the significance of institutional communication and translation within the Bragança Polytechnic University, as well as fundamental notions in the field of Artificial Intelligence and how this is reflected upon the addressed topic. The second stage focuses on the tool itself, the assessment of its need through a survey, the technological choices made and its actual implementation. A study is also carried out to evaluate the use of the chatbot over a trial period. Finally, a critical reflection is presented that establishes connections between the first and second parts of the report, leading to final considerations about a tool that we believe will be part of the institution's future and could contribute to dealing with redundant customer service constraints quick and objective manner.
Artificial Intelligence systems make it possible to explore various topics in detail and also serve as auxiliary tools for carrying out numerous tasks, thus saving time and effort, such as in customer service. A chabot, being a form of Artificial Intelligence, can automatically answer common questions from users by providing immediate information and reducing the burden on human agents so that they can deal with more complex problems. This project addresses this same issue, starting with the creation and implementation of a chatbot within a Higher Education Institution in Portugal, which in this case is the Bragança Polytechnic University. Within this approach, the influence of translation in multicultural and multilingual contexts must be taken into account, as well as the impact that technologies have on translation. The report initially addresses concepts and theoretical foundations relevant to the execution and implementation of this chatbot. In this sense, it reflects on the significance of institutional communication and translation within the Bragança Polytechnic University, as well as fundamental notions in the field of Artificial Intelligence and how this is reflected upon the addressed topic. The second stage focuses on the tool itself, the assessment of its need through a survey, the technological choices made and its actual implementation. A study is also carried out to evaluate the use of the chatbot over a trial period. Finally, a critical reflection is presented that establishes connections between the first and second parts of the report, leading to final considerations about a tool that we believe will be part of the institution's future and could contribute to dealing with redundant customer service constraints quick and objective manner.
Description
Keywords
Tradução institucional Inteligência artificial Chatbot Instituto Politécnico de Bragança