Impacto de la adopción de inteligencia artificial como estrategia de negocio en las empresas del sector servicios durante la época de pandemia en el Perú
Date
2022-01-11
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Pontificia Universidad Católica del Perú
Abstract
La presente tesis aborda un estudio realizado para describir e identificar sobre el uso
de la Inteligencia Artificial (IA) en empresas peruanas del sector servicios (retail, banca,
telecomunicaciones, seguros) en el contexto por la coyuntura de la pandemia del COVID-19,
para afrontar nuevos retos y oportunidades. Definiendo como objetivo general analizar la
adopción de IA realizada por parte de las organizaciones del sector servicios en su modelo de
negocio.
La investigación se realiza dentro de un marco de diseño no experimental, descriptivo
con un enfoque cualitativo, porque se pretende presentar los resultados de la revisión de
literatura sobre la IA como definición y herramientas, aplicaciones fuera y dentro del país de
los distintos sectores, y una encuesta a una muestra de 41 empresas de Lima Metropolitana
considerando aspectos relacionados a las tecnologías aplicadas, los procesos soportados y los
beneficios obtenidos al implementar IA en sus empresas con el objetivo de establecer
relevancia de este tema de investigación que son actualmente objetos de estudio por la
comunidad científica.
Como el estudio es no experimental, abarca los aspectos de evaluación de literatura
científica, recopilando información y valora los artículos científicos revisados y que tienen
gran impacto. Por otro lado, siendo de tipo longitudinal, abarca la trazabilidad de los artículos
sobre la aplicación de IA desde 2008 y su evolución hasta la actualidad, incluidos otros
subsectores para la investigación. Con este estudio se pretende proveer de resultados e
información a las demás empresas que se encuentren evaluando su aplicación.
Se encontró como resultado final que el 93% de los encuestados que aplican la IA en
varios de sus procesos, basado en la tecnología de chatbots y análisis predictivo, soportando
principalmente procesos de atención al cliente, procesos de marketing, ventas, procesos de control y monitoreo, así como también los beneficios más diferenciados en sus empresas
como son: mejora de procesos, aumento de productividad, mayor proximidad a sus clientes,
generación de mayor conocimiento, mejora en la toma de decisiones, mejora de capacidad de
análisis y mejora en tiempos de respuesta.
This thesis addresses a study carried out to describe and identify the use of Artificial Intelligence (AI) in Peruvian companies in the services sector (retail, banking, telecommunications, insurance) in the context of the situation of the COVID-19 pandemic, to face new challenges and opportunities. Defining as a general objective to analyze the adoption of AI by service sector organizations in their business model. The research is carried out within a non-experimental, descriptive design framework with a qualitative approach, because it is intended to present the results of the literature review on AI as definition and tools, applications outside and within the country of the different sectors, and a survey of a sample of 41 companies in Metropolitan Lima considering aspects related to the applied technologies, the supported processes and the benefits obtained by implementing AI in their companies with the aim of establishing relevance of this research topic that are currently being studied by the scientific community. As the study is non-experimental, it covers the aspects of evaluation of scientific literature, gathering information and evaluating the scientific articles reviewed and that have great impact. On the other hand, being longitudinal, it covers the traceability of articles on the application of AI since 2008 and its evolution to the present, including other subsectors for research. The aim of this study is to provide results and information to other companies that are evaluating its application. It was found as a final result that 93% of the respondents who apply AI in several of their processes, based on chatbot technology and predictive analytics, mainly supporting customer service processes, marketing processes, sales, control processes and monitoring, as well as the most differentiated benefits in their companies such as: process improvement, increased productivity, greater proximity to their customers, generation of greater knowledge, improvement in decision-making, improvement of analysis capacity and improvement in time response.
This thesis addresses a study carried out to describe and identify the use of Artificial Intelligence (AI) in Peruvian companies in the services sector (retail, banking, telecommunications, insurance) in the context of the situation of the COVID-19 pandemic, to face new challenges and opportunities. Defining as a general objective to analyze the adoption of AI by service sector organizations in their business model. The research is carried out within a non-experimental, descriptive design framework with a qualitative approach, because it is intended to present the results of the literature review on AI as definition and tools, applications outside and within the country of the different sectors, and a survey of a sample of 41 companies in Metropolitan Lima considering aspects related to the applied technologies, the supported processes and the benefits obtained by implementing AI in their companies with the aim of establishing relevance of this research topic that are currently being studied by the scientific community. As the study is non-experimental, it covers the aspects of evaluation of scientific literature, gathering information and evaluating the scientific articles reviewed and that have great impact. On the other hand, being longitudinal, it covers the traceability of articles on the application of AI since 2008 and its evolution to the present, including other subsectors for research. The aim of this study is to provide results and information to other companies that are evaluating its application. It was found as a final result that 93% of the respondents who apply AI in several of their processes, based on chatbot technology and predictive analytics, mainly supporting customer service processes, marketing processes, sales, control processes and monitoring, as well as the most differentiated benefits in their companies such as: process improvement, increased productivity, greater proximity to their customers, generation of greater knowledge, improvement in decision-making, improvement of analysis capacity and improvement in time response.
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Keywords
Empresas de servicios--Perú--Lima, Inteligencia artificial, Planificación estratégica, COVID-19 (Enfermedad)
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