<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1815-5936</journal-id>
<journal-title><![CDATA[Ingeniería Industrial]]></journal-title>
<abbrev-journal-title><![CDATA[Ing. Ind.]]></abbrev-journal-title>
<issn>1815-5936</issn>
<publisher>
<publisher-name><![CDATA[Facultad de Ingeniería Industrial, Instituto Superior Politécnico José Antonio Echeverría, Cujae.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1815-59362022000200035</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Proceso de atención a clientes: un enfoque con geo-simulación basada en agentes]]></article-title>
<article-title xml:lang="en"><![CDATA[Customer service process: an agent-based geo-simulation approach]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Mecías-Hernández]]></surname>
<given-names><![CDATA[Anabel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Moreno-Espino]]></surname>
<given-names><![CDATA[Mailyn]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Tecnológica de La Habana José Antonio Echeverría (CUJAE)  ]]></institution>
<addr-line><![CDATA[La Habana ]]></addr-line>
<country>Cuba</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>08</month>
<year>2022</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>08</month>
<year>2022</year>
</pub-date>
<volume>43</volume>
<numero>2</numero>
<fpage>35</fpage>
<lpage>47</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S1815-59362022000200035&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S1815-59362022000200035&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S1815-59362022000200035&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN En esta investigación se da solución a la situación problemática en las oficinas de trámite que puede ocasionar innumerables efectos negativos para la dirección del país y la vida de los ciudadanos. Una de las alternativas de solución consiste en la utilización de la simulación ya que resulta útil, antes de aplicar cambios, conocer el impacto que pueden traer consigo. El objetivo del trabajo es mostrar las ventajas que brinda la geo-simulación social basada en agentes frente a la simulación tradicional usada anteriormente para enfrentar esta problemática, en cuanto al apoyo a la toma de decisiones. Como principales resultados se obtuvo el diseño de un sistema y un modelo de simulación donde se incluyen los sistemas de información geográfica y comportamientos de aleatoriedad de los agentes inteligentes. A partir de los resultados se demostró que el modelo simulado realizado aporta mayor grado de información que el enfoque de solución anterior.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT This investigation provides a solution to the problematic situation in the paperwork offices that can cause innumerable negative effects for the direction of the country and the lives of citizens. One of the alternative solutions consists in the use of simulation since it is useful, before applying changes, to know the impact that they can bring. The objective of the work is to show the advantages that agent-based social geo-simulation offers compared to the traditional simulation used previously to face this problem, in terms of support for decision-making. The main results were the design of a system and a simulation model that included geographic information systems and random behavior. From the results it was shown that the simulated model carried out provides a greater degree of information than the previous solution approach.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[proceso de trámite]]></kwd>
<kwd lng="es"><![CDATA[Simulación]]></kwd>
<kwd lng="es"><![CDATA[Sistema multi-agente]]></kwd>
<kwd lng="es"><![CDATA[geo-simulación social basada en agentes]]></kwd>
<kwd lng="es"><![CDATA[Agentes inteligentes]]></kwd>
<kwd lng="en"><![CDATA[processes of paperwork]]></kwd>
<kwd lng="en"><![CDATA[Simulation]]></kwd>
<kwd lng="en"><![CDATA[Multi-agent system]]></kwd>
<kwd lng="en"><![CDATA[geo-simulation based on agents]]></kwd>
<kwd lng="en"><![CDATA[Intelligent Agents]]></kwd>
</kwd-group>
</article-meta>
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