Abstract

QUIROZ MARTINEZ, Miguel Ángel; MORA MORA, Joseline; MEDINA GRUEZO, Julissa  and  LEYVA VAZQUEZ, Maikel Yelandi. Causal models as an aid to understanding complex systems: analysis of critical success factors in the development of chatbots. Universidad y Sociedad [online]. 2020, vol.12, n.4, pp. 64-72.  Epub Aug 02, 2020. ISSN 2218-3620.

We analyzed the factors that are considered key when developing chatbots, making the implementation effective and efficient; that is, that it achieves the objective for which it is created. The analysis was carried out using research techniques such as interviews with experts in chatbots development. The deductive method was used to analyse the information of the referenced articles. With the help of causal models and fuzzy cognitive maps it was possible to deduce and know how the factors affect each of the proposed scenarios.

Keywords : Fuzzy cognitive maps; critical success factors; chatbots; causality; Covid-19.

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