Tecnologias do autoatendimento

Abstract

No presente documento se apresenta o trabalho de conclusão de curso, realizado na escola técnica da Zona Leste. O seguinte trabalho visa analisar as tecnologias de autoatendimento, tendo em vista que o atendimento é um processo de interação direto entre uma empresa que trabalha com produtos ou serviços, pessoalmente ou on-line. De forma que, o autoatendimento é realizado eletronicamente por meios digitais como chatbots, incluindo os totens presente em empresas que adotam essas tecnologias, objetivando uma satisfação maior no atendimento ao cliente. Com isso, está tecnologia permite que os consumidores realizem suas compras de forma rápida e eficaz, frequentemente utilizados em fast food a fim de otimizar e aumentar a eficiência dos comércios. Através dessa tecnologia, propõe-se que os clientes realizem suas compras de forma eficiente, além de trazer muitos benefícios para as empresas e os consumidores. Diante a esse exposto, o principal foco desse trabalho é investigar o uso das tecnologias no autoatendimento, explorando suas possibilidades, vantagens e desafios.

In this document, the final project of the course is presented, conducted at the Etec Zona Leste. The work below aims to analyze self-service technologies, considering that customer service is a direct interaction process between a company dealing with products or services, either in person or online. Consequently, self-service is electronically performed through digital means such as chatbots, including the kiosks present in companies that adopt these technologies, aiming for greater customer satisfaction. Consequently, this technology allows customers to make their purchases quickly and efficiently, often used in fast-food establishments to optimize and increase business efficiency. However, we researched self-service technologies and their influence on the level of service provided to customers in networks. In summary, our justification is focused on companies with various sectors, specifically in the commercial sector such as supermarkets, stores, and restaurants. Through this technology, it is proposed that customers make their purchases quickly and efficiently, bringing many benefits to both companies and consumers. Given this, the main focus of this work is to investigate the use of technologies in self-service, exploring their possibilities, advantages, and challenges. The research aims to analyze the impacts of these technologies from the perspective of consumers and companies, as well as investigate the effectiveness of using these tools and how they influence within the establishment.