Análisis De La Percepción Ciudadana Sobre La Atención Realizada Por La Superintendencia De Transporte A Través Del Chat Virtual De La Organización
This thesis project analyzes citizen perception regarding the service provided by the Superintendence of Transportation through its virtual chat, using data generated by the Tawk.to tool from each interaction between customer service agents and users. For the analysis, the chat history corresponding...
- Autores:
-
Martínez Cobos, Samanta Catalina
Martínez Lozano, Cristian Alexis
- Tipo de recurso:
- Tesis
- Fecha de publicación:
- 2024
- Institución:
- Universidad Antonio Nariño
- Repositorio:
- Repositorio UAN
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.uan.edu.co:123456789/12141
- Acceso en línea:
- https://repositorio.uan.edu.co/handle/123456789/12141
- Palabra clave:
- percepción ciudadana
análisis de sentimientos
atención al ciudadano
Superintendencia de Transporte
citizen perception
sentiment analysis
customer service
Superintendence of Transportation
- Rights
- openAccess
- License
- Attribution-NonCommercial-NoDerivs 2.5 Colombia
| Summary: | This thesis project analyzes citizen perception regarding the service provided by the Superintendence of Transportation through its virtual chat, using data generated by the Tawk.to tool from each interaction between customer service agents and users. For the analysis, the chat history corresponding to the months from January to October of 2024 was uploaded to an Azure Data Lake (a cloud storage service provided by Microsoft Azure) to be accessed through a Python notebook. |
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