Uma análise do chatbot BIA (Bradesco Inteligência Artificial) a partir de um levantamento bibliográfico

Abstract

This work presents an analysis of the BIA (Bradesco Artificial Intelligence) automated dialogue tool (chatbot) based on a bibliographic survey in which the most recent advances in the implementation and use of chatbots are highlighted. These intelligent conversational computer systems are designed to mimic human conversation to allow automated online guidance and support to tool users. With the increase in benefits generated for the bank and its customers, the adoption of the tool was expanded to many sectors through the provision of virtual assistance. Chatbots use methods and algorithms from two domains of Artificial Intelligence: Natural Language Processing and Machine Learning. However, there are many challenges and limitations in its application. In the work presented here, a review is made of recent advances in the development of chatbots, explaining the use of Artificial Intelligence and Natural Language Processing. Based on this review, an analysis of the BIA is carried out, in which details of its implementation are highlighted, the impact of its use, as well as an analysis of the interactions generated from the availability of the BIA's service resources for the bank's customers. In the final considerations, the main challenges and limitations in the development and application of automated dialogue tools such as BIA are also presented, in addition to recommendations for future research.