{"id":"https://openalex.org/W7213547487","doi":"https://doi.org/10.69821/remuvac.v3i3.410","title":"Automatizaci\u00f3n del servicio al cliente mediante inteligencia artificial y su relaci\u00f3n con la satisfacci\u00f3n del consumidor","display_name":"Automatizaci\u00f3n del servicio al cliente mediante inteligencia artificial y su relaci\u00f3n con la satisfacci\u00f3n del consumidor","publication_year":2026,"publication_date":"2026-09-09","ids":{"openalex":"https://openalex.org/W7213547487","doi":"https://doi.org/10.69821/remuvac.v3i3.410"},"language":"es","primary_location":{"id":"doi:10.69821/remuvac.v3i3.410","doi":"https://doi.org/10.69821/remuvac.v3i3.410","is_oa":true,"landing_page_url":"https://doi.org/10.69821/remuvac.v3i3.410","pdf_url":"https://remuvac.com/index.php/home/article/download/410/301","source":{"id":"https://openalex.org/S5407040473","display_name":"Revista Multidisciplinaria Voces de Am\u00e9rica y el Caribe","issn_l":"2981-7463","issn":["2981-7463"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["latindex"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Multidisciplinaria Voces de Am\u00e9rica y el Caribe","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://remuvac.com/index.php/home/article/download/410/301","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5119392618","display_name":"Flor Azucena T\u00f3ala Bozada","orcid":"https://orcid.org/0000-0002-3588-9407","observed_orcids":["https://orcid.org/0000-0002-3588-9407"]},"institutions":[{"id":"https://openalex.org/I4210167200","display_name":"Universidad Estatal del Sur de Manabi","ror":"https://ror.org/05pnzjf85","country_code":"EC","type":"education","lineage":["https://openalex.org/I4210167200"]}],"countries":["EC"],"is_corresponding":false,"raw_author_name":"Flor Azucena Toala Bozada","raw_affiliation_strings":["Universidad Estatal del Sur de Manab\u00ed. Jipijapa, Manab\u00ed, Ecuador"],"raw_orcid":"https://orcid.org/0000-0002-3588-9407","affiliations":[{"raw_affiliation_string":"Universidad Estatal del Sur de Manab\u00ed. Jipijapa, Manab\u00ed, Ecuador","institution_ids":["https://openalex.org/I4210167200"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5073977576","display_name":"Mercy Karina Moreira Ca\u00f1arte","orcid":"https://orcid.org/0000-0002-7044-1915","observed_orcids":["https://orcid.org/0000-0002-7044-1915"]},"institutions":[{"id":"https://openalex.org/I4210167200","display_name":"Universidad Estatal del Sur de Manabi","ror":"https://ror.org/05pnzjf85","country_code":"EC","type":"education","lineage":["https://openalex.org/I4210167200"]}],"countries":["EC"],"is_corresponding":false,"raw_author_name":"Mercy Karina Moreira Ca\u00f1arte","raw_affiliation_strings":["Universidad Estatal del Sur de Manab\u00ed. Jipijapa, Manab\u00ed, Ecuador"],"raw_orcid":"https://orcid.org/0000-0002-7044-1915","affiliations":[{"raw_affiliation_string":"Universidad Estatal del Sur de Manab\u00ed. Jipijapa, Manab\u00ed, Ecuador","institution_ids":["https://openalex.org/I4210167200"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5127225678","display_name":"Daniel Eduardo  Gonz\u00e1lez Lucero","orcid":"https://orcid.org/0009-0002-0150-3606","observed_orcids":["https://orcid.org/0009-0002-0150-3606"]},"institutions":[{"id":"https://openalex.org/I4210167200","display_name":"Universidad Estatal del Sur de Manabi","ror":"https://ror.org/05pnzjf85","country_code":"EC","type":"education","lineage":["https://openalex.org/I4210167200"]}],"countries":["EC"],"is_corresponding":false,"raw_author_name":"Daniel Eduardo Gonz\u00e1lez Lucero","raw_affiliation_strings":["Universidad Estatal del Sur de Manab\u00ed. Jipijapa, Manab\u00ed, Ecuador"],"raw_orcid":"https://orcid.org/0009-0002-0150-3606","affiliations":[{"raw_affiliation_string":"Universidad Estatal del Sur de Manab\u00ed. Jipijapa, Manab\u00ed, Ecuador","institution_ids":["https://openalex.org/I4210167200"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5152107693","display_name":"Feissar Javier Chara Toala","orcid":"https://orcid.org/0009-0003-1680-9322","observed_orcids":["https://orcid.org/0009-0003-1680-9322"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Feissar Javier Chara Toala","raw_affiliation_strings":["Corporaci\u00f3n El\u00e9ctrica del Ecuador - CELEC EP. Guayas, Guayaquil, Ecuador"],"raw_orcid":"https://orcid.org/0009-0003-1680-9322","affiliations":[{"raw_affiliation_string":"Corporaci\u00f3n El\u00e9ctrica del Ecuador - CELEC EP. Guayas, Guayaquil, Ecuador","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"3","issue":"3","first_page":"410","last_page":"410"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-service-automation","display_name":"customer service automation","score":0.9879999756813049},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"artificial intelligence","score":0.8500000238418579},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9229999780654907},{"id":"https://openalex.org/keywords/chatbots","display_name":"chatbots","score":0.9520000219345093},{"id":"https://openalex.org/keywords/generative-ai","display_name":"generative AI","score":0.8479999899864197},{"id":"https://openalex.org/keywords/response-quality","display_name":"response quality","score":0.8849999904632568},{"id":"https://openalex.org/keywords/personalization","display_name":"personalization","score":0.9929999709129333},{"id":"https://openalex.org/keywords/trust","display_name":"trust","score":0.6019999980926514},{"id":"https://openalex.org/keywords/privacy","display_name":"privacy","score":0.9449999928474426},{"id":"https://openalex.org/keywords/anthropomorphism","display_name":"anthropomorphism","score":0.9850000143051147},{"id":"https://openalex.org/keywords/human-ai-complementarity","display_name":"human-AI complementarity","score":0.9520000219345093},{"id":"https://openalex.org/keywords/human-in-the-loop","display_name":"human-in-the-loop","score":0.5799999833106995},{"id":"https://openalex.org/keywords/service-continuity","display_name":"service continuity","score":0.6029999852180481},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.531000018119812}],"concepts":[{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.6101999878883362},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.44020000100135803},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.37880000472068787},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.2094999998807907},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.18809999525547028},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.18080000579357147},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.16920000314712524},{"id":"https://openalex.org/C36503486","wikidata":"https://www.wikidata.org/wiki/Q11235244","display_name":"Domain (mathematical analysis)","level":2,"score":0.16220000386238098},{"id":"https://openalex.org/C549774020","wikidata":"https://www.wikidata.org/wiki/Q851147","display_name":"Welfare economics","level":1,"score":0.15860000252723694},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.15790000557899475}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.69821/remuvac.v3i3.410","doi":"https://doi.org/10.69821/remuvac.v3i3.410","is_oa":true,"landing_page_url":"https://doi.org/10.69821/remuvac.v3i3.410","pdf_url":"https://remuvac.com/index.php/home/article/download/410/301","source":{"id":"https://openalex.org/S5407040473","display_name":"Revista Multidisciplinaria Voces de Am\u00e9rica y el Caribe","issn_l":"2981-7463","issn":["2981-7463"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["latindex"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Multidisciplinaria Voces de Am\u00e9rica y el Caribe","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.69821/remuvac.v3i3.410","doi":"https://doi.org/10.69821/remuvac.v3i3.410","is_oa":true,"landing_page_url":"https://doi.org/10.69821/remuvac.v3i3.410","pdf_url":"https://remuvac.com/index.php/home/article/download/410/301","source":{"id":"https://openalex.org/S5407040473","display_name":"Revista Multidisciplinaria Voces de Am\u00e9rica y el Caribe","issn_l":"2981-7463","issn":["2981-7463"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["latindex"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Multidisciplinaria Voces de Am\u00e9rica y el Caribe","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7213547487.pdf","grobid_xml":"https://content.openalex.org/works/W7213547487.grobid-xml"},"referenced_works_count":20,"referenced_works":["https://openalex.org/W2535354139","https://openalex.org/W2735522525","https://openalex.org/W2786141192","https://openalex.org/W2795037203","https://openalex.org/W2922577842","https://openalex.org/W2964523010","https://openalex.org/W3008828973","https://openalex.org/W3012220842","https://openalex.org/W3036081459","https://openalex.org/W3044483028","https://openalex.org/W3119676664","https://openalex.org/W4206368953","https://openalex.org/W4280577403","https://openalex.org/W4280628993","https://openalex.org/W4394981780","https://openalex.org/W4406194315","https://openalex.org/W6963298227","https://openalex.org/W7128962098","https://openalex.org/W7149374448","https://openalex.org/W7167676613"],"related_works":["https://openalex.org/W4387312005","https://openalex.org/W6930715504","https://openalex.org/W7214692116","https://openalex.org/W4410490176","https://openalex.org/W4285538064","https://openalex.org/W7166586562","https://openalex.org/W4312731452","https://openalex.org/W4398233450","https://openalex.org/W7204984950","https://openalex.org/W4396855785"],"abstract_inverted_index":{"La":[0,50,65,92,111,132],"automatizaci\u00f3n":[1],"del":[2,63,117,126],"servicio":[3],"al":[4],"cliente":[5],"mediante":[6],"inteligencia":[7,37,180],"artificial":[8,38,181],"ha":[9],"transformado":[10],"la":[11,21,68,89,96,99,109,115,120,137,176,179,188,191,194],"interacci\u00f3n":[12,177],"entre":[13],"organizaciones":[14],"y":[15,47,61,67,104,125,147,173],"consumidores,":[16],"aunque":[17,101],"sus":[18,123,183],"efectos":[19],"sobre":[20,34,122],"satisfacci\u00f3n":[22],"dependen":[23],"de":[24,41,87,98,108,114,119,162,166,170,197],"m\u00faltiples":[25],"condiciones.":[26],"Esta":[27],"revisi\u00f3n":[28],"narrativa":[29],"cr\u00edtica":[30],"analiz\u00f3":[31],"literatura":[32],"reciente":[33],"agentes":[35],"conversacionales,":[36],"generativa,":[39],"calidad":[40,195],"respuesta,":[42],"personalizaci\u00f3n,":[43],"confianza,":[44],"privacidad,":[45],"antropomorfismo":[46],"complementariedad":[48],"humano\u2013IA.":[49],"s\u00edntesis":[51],"permiti\u00f3":[52],"identificar":[53],"cinco":[54],"dimensiones":[55],"articuladas:":[56],"acceso,":[57],"desempe\u00f1o,":[58],"adecuaci\u00f3n,":[59],"confianza":[60,112],"continuidad":[62],"servicio.":[64],"rapidez":[66],"disponibilidad":[69],"facilitan":[70],"el":[71,130],"primer":[72],"contacto,":[73],"pero":[74],"su":[75],"valor":[76],"disminuye":[77],"cuando":[78,178],"las":[79],"respuestas":[80],"son":[81],"imprecisas,":[82],"poco":[83],"pertinentes":[84],"o":[85,152],"incapaces":[86],"resolver":[88,172],"necesidad":[90],"planteada.":[91],"personalizaci\u00f3n":[93],"puede":[94],"mejorar":[95],"relevancia":[97],"interacci\u00f3n,":[100],"exige":[102],"transparencia":[103],"un":[105,141],"uso":[106],"responsable":[107],"informaci\u00f3n.":[110],"depende":[113,161],"fiabilidad":[116],"sistema,":[118],"claridad":[121],"capacidades":[124],"control":[127],"percibido":[128],"por":[129],"usuario.":[131],"evidencia":[133],"tambi\u00e9n":[134],"muestra":[135],"que":[136,149,156],"intervenci\u00f3n":[138],"humana":[139],"conserva":[140],"papel":[142],"decisivo":[143],"en":[144],"reclamaciones,":[145],"excepciones":[146],"situaciones":[148],"requieren":[150],"criterio":[151],"sensibilidad.":[153],"Se":[154],"concluye":[155],"una":[157],"experiencia":[158],"satisfactoria":[159],"no":[160],"automatizar":[163],"m\u00e1s,":[164],"sino":[165],"dise\u00f1ar":[167],"servicios":[168],"capaces":[169],"responder,":[171],"transferir":[174],"oportunamente":[175],"alcanza":[182],"l\u00edmites.":[184],"El":[185],"enfoque":[186],"desplaza":[187],"atenci\u00f3n":[189],"desde":[190],"tecnolog\u00eda":[192],"hacia":[193],"integral":[196],"experiencia.":[198]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2026-09-18T00:00:00"}