<?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>0188-6266</journal-id>
<journal-title><![CDATA[Acta universitaria]]></journal-title>
<abbrev-journal-title><![CDATA[Acta univ]]></abbrev-journal-title>
<issn>0188-6266</issn>
<publisher>
<publisher-name><![CDATA[Universidad de Guanajuato, Dirección de Investigación y Posgrado]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0188-62662023000100127</article-id>
<article-id pub-id-type="doi">10.15174/au.2023.3645</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[Design, development, and evaluation of a chatbot for hospitality services assistance in Spanish]]></article-title>
<article-title xml:lang="es"><![CDATA[Diseño, desarrollo y evaluación de un chatbot en español para asistencia de servicios de hotelería]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Ramirez-Villaseñor]]></surname>
<given-names><![CDATA[Edgar Paul]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pérez-Espinosa]]></surname>
<given-names><![CDATA[Humberto]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Álvarez-Carmona]]></surname>
<given-names><![CDATA[Miguel A.]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Aranda]]></surname>
<given-names><![CDATA[Ramón]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Centro de Investigación Científica y de Educación Superior de Ensenada  ]]></institution>
<addr-line><![CDATA[Tepic Nayarit]]></addr-line>
<country>México</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Instituto Tecnológico de Tepic  ]]></institution>
<addr-line><![CDATA[ Nayarit]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Centro de Investigación en Matemáticas  ]]></institution>
<addr-line><![CDATA[Monterrey Nuevo León]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Centro de Investigación en Matemáticas  ]]></institution>
<addr-line><![CDATA[Mérida Yucatán]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>00</month>
<year>2023</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>00</month>
<year>2023</year>
</pub-date>
<volume>33</volume>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0188-62662023000100127&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0188-62662023000100127&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0188-62662023000100127&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract Currently, customer service continues to grow because many public and private companies offer a vast number of services. Chatbots significantly improve customer service, in that they allow a direct relationship with the consumer at any time and provide marketing groups with valuable data about their preferences. These characteristics make chatbots an exciting instrument for organizations; in addition, users remain satisfied with their service. This work aims to design, develop, and evaluate a chatbot system that provides an interactive means of contact with clients of Mexican hotels and the most relevant information on each of the services managed by the hotel. It is expected that this tool does this automatically and immediately, thus lightening the most repetitive tasks and allowing the company to channel itself into other areas for improvement. The evaluation results demonstrate the acceptance of this type of interaction and the appreciation of value in the service experience for hotel users.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Actualmente, el servicio al cliente sigue creciendo debido a que muchas organizaciones, empresas públicas y empresas privadas ofrecen una gran cantidad de servicios. Los chatbots mejoran significativamente el servicio al cliente, ya que permiten una relación directa con él en cualquier momento y brindan a los interesados datos valiosos sobre sus preferencias. Este trabajo tiene como objetivo diseñar, desarrollar y evaluar un sistema de chatbot que proporcione un medio interactivo de contacto con los clientes de los hoteles mexicanos y que brinde la información más relevante de cada uno de los servicios que maneja el hotel. Se espera que todo ello sea de forma automática e inmediata, alivianando así las tareas más repetitivas y permitiendo a la empresa encauzarse hacia otras áreas de mejora. Los resultados de la evaluación demuestran la aceptación de este tipo de interacción y la apreciación de valor en la experiencia del servicio para los usuarios del hotel.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[Chatbots]]></kwd>
<kwd lng="en"><![CDATA[guests]]></kwd>
<kwd lng="en"><![CDATA[tourism]]></kwd>
<kwd lng="en"><![CDATA[Spanish]]></kwd>
<kwd lng="es"><![CDATA[Chatbots]]></kwd>
<kwd lng="es"><![CDATA[huéspedes]]></kwd>
<kwd lng="es"><![CDATA[turismo]]></kwd>
<kwd lng="es"><![CDATA[español]]></kwd>
</kwd-group>
</article-meta>
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