Chatbots como instrumentos de representação e mediação da informação nas interações com aplicativos bancários

Abstract

This dissertation addresses the role of chatbots as instruments for representing and mediating information in interactions with banking applications, exploring the intersection between information mediation and artificial intelligence. Using bibliographical research methods and online research with 104 users of these services, this study aims to highlight the interaction relationship between chatbots and banking users. At the same time, we investigate how it can be related to important fields of IC, namely representation and mediation, addressing the definition and main theories and trends of chatbots. It is analyzed that as representatives of information, chatbots report complex financial data to users, highlighting their impact on the user experience by facilitating the understanding of banking information and acting as effective mediators between customers and the financial data sought. The research aims to contribute to the understanding of the successful integration of chatbots in banking services, emphasizing their ability to improve the communication of financial information in an efficient and accessible way. Furthermore, the factors that affect the effectiveness of chatbots will be examined, with an emphasis on natural language processing, establishing a relationship between Information Science and artificial intelligence technology. An analysis of the ethical and social implications of chatbots in banking applications will also be carried out, addressing issues such as privacy, security and information accessibility. The research thus seeks a comprehensive understanding of the integration of chatbots in banking services, considering not only technical, but also ethical and social aspects of this technological evolution. Final considerations highlight the importance of CI and its subdomains as essential elements in guiding artificial intelligence projects, such as chatbots. This research, of an exploratory nature, does not seek to be exhaustive, but rather to open paths for new discussions between academia and the professional market, based on the topics covered.