Desafíos en la implementación de la Inteligencia Artificial en las empresas de telecomunicaciones y telefonía en Colombia
Loading...
Date
2024-11-06
Advisors
Editors
Journal Title
Journal ISSN
Volume Title
Publisher
Corporación Universitaria Minuto de Dios - UNIMINUTO
Type
Trabajo de Investigación e Innovación
Rights
Acceso Abierto - http://purl.org/coar/access_right/c_abf2
Abstract
La inteligencia artificial (IA) ha emergido como una herramienta fundamental en el sector de telecomunicaciones en Colombia, promoviendo una eficiencia operativa que no solo optimiza los procesos internos y la atención al cliente, sino que también fortalece la productividad. Este avance permite a las empresas resolver operaciones complejas con mayor rapidez y precisión, facilitando el análisis predictivo y aumentando su competitividad en un mercado digital en crecimiento. Según Kaplan (2016), “la IA permite que las empresas procesen grandes volúmenes de datos y encuentren patrones que serían imposibles de detectar a través del análisis humano”, lo cual resulta crucial en telecomunicaciones para anticipar problemas técnicos y mejorar la gestión de calidad. El uso de tecnologías avanzadas como IA y Big Data abre nuevas oportunidades de interacción con los clientes, ayudando a las empresas a adaptarse a los retos actuales. Como menciona García (2020), “estas tecnologías transforman el servicio al cliente, permitiendo que las empresas ofrezcan respuestas en tiempo real y personalicen sus servicios”. La investigación sigue un enfoque cuantitativo, empleando un análisis descriptivo para explorar variables relacionadas con la implementación de IA en telecomunicaciones, tales como la satisfacción laboral, productividad, y gestión de la calidad Los datos se recopilan mediante cuestionarios aplicados al sector empresarial, permitiendo observar cómo la IA incide en la experiencia del cliente y en procesos internos.
Artificial intelligence (AI) has emerged as a fundamental tool in the telecommunications sector in Colombia, promoting operational efficiency that not only optimizes internal processes and customer service, but also strengthens productivity. This advance allows companies to solve complex operations more quickly and accurately, facilitating predictive analysis and increasing their competitiveness in a growing digital market. According to Kaplan (2016), “AI allows companies to process large volumes of data and find patterns that would be impossible to detect through human analysis,” which is crucial in telecommunications to anticipate technical problems and improve quality management. The use of advanced technologies such as AI and Big Data opens up new opportunities for customer interaction, helping companies to adapt to current challenges. As García (2020) mentions, “these technologies transform customer service, allowing companies to offer real-time responses and personalize their services.” The research follows a quantitative approach, using descriptive analysis to explore variables related to the implementation of AI in telecommunications, such as job satisfaction, productivity, and quality management. The data is collected through questionnaires applied to the business sector, allowing us to observe how AI affects the customer experience and internal processes. Preliminary results show that companies that have adopted AI report improvements in productivity and customer satisfaction. A reduction in response times and the number of errors in processes is observed, suggesting that AI not only improves operational efficiency, but also contributes to the optimization of human resources and quality management within the company
Artificial intelligence (AI) has emerged as a fundamental tool in the telecommunications sector in Colombia, promoting operational efficiency that not only optimizes internal processes and customer service, but also strengthens productivity. This advance allows companies to solve complex operations more quickly and accurately, facilitating predictive analysis and increasing their competitiveness in a growing digital market. According to Kaplan (2016), “AI allows companies to process large volumes of data and find patterns that would be impossible to detect through human analysis,” which is crucial in telecommunications to anticipate technical problems and improve quality management. The use of advanced technologies such as AI and Big Data opens up new opportunities for customer interaction, helping companies to adapt to current challenges. As García (2020) mentions, “these technologies transform customer service, allowing companies to offer real-time responses and personalize their services.” The research follows a quantitative approach, using descriptive analysis to explore variables related to the implementation of AI in telecommunications, such as job satisfaction, productivity, and quality management. The data is collected through questionnaires applied to the business sector, allowing us to observe how AI affects the customer experience and internal processes. Preliminary results show that companies that have adopted AI report improvements in productivity and customer satisfaction. A reduction in response times and the number of errors in processes is observed, suggesting that AI not only improves operational efficiency, but also contributes to the optimization of human resources and quality management within the company
Description
Analizar los desafíos de la implementación de la inteligencia artificial en las empresas de telecomunicaciones en Colombia, y evaluar cómo esta tecnología puede impactar su productividad, competitividad y operatividad en el sector.
Keywords
Artificial Intelligence, Telecommunications, BIG-DATA, Operational efficiency, Technological innovation, Productive sector, Inteligencia Artificial, Telecomunicaciones, BIG DATA, Innovación tecnológica, Sector productivo, Artificial Intelligence, Telecommunications, Digital transformation