Eficiencia e innovación en la administración pública mediante chatbots impulsados por IA
DOI:
https://doi.org/10.36517/contextus.2025.94868Palabras clave:
chatbots, inteligencia artificial, administración pública, innovación; automatización.Resumen
Contextualización: El artículo explora el impacto de la Inteligencia Artificial (IA) en la administración pública, centrando su análisis en los chatbots como herramientas para mejorar procesos e innovar en la prestación de servicios. El estudio investiga la aplicación de la IA para gestionar consultas administrativas, destacando sus beneficios y desafíos.
Objetivo: Evaluar la percepción de los usuarios sobre la contribución de un chatbot basado en Inteligencia Artificial para el esclarecimiento de dudas y el apoyo informativo en los procesos administrativos de contratación que involucran fundaciones de apoyo en la Universidad Federal de Espírito Santo.
Método: Se realizó una prueba piloto con el chatbot utilizando interacciones reales de usuarios en la UFES. Se evaluaron indicadores como la satisfacción del usuario, el tiempo de respuesta y la relevancia de la información.
Resultados: El 88,9% de los usuarios calificaron el tiempo de respuesta como satisfactorio, y el 83,3% reportaron una experiencia general positiva. El chatbot demostró potencial para reducir la burocracia y facilitar la comunicación entre los ciudadanos y las instituciones públicas.
Conclusiones: El uso de la IA, como lo demuestra el chatbot de la UFES, puede contribuir a modernizar la administración pública. Sin embargo, se necesitan mejoras como la ampliación de la base de conocimientos y ajustes técnicos. El estudio sugiere que las soluciones basadas en IA, con refinamientos, podrían apoyar iniciativas de transformación digital..
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