<?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>1646-9895</journal-id>
<journal-title><![CDATA[RISTI - Revista Ibérica de Sistemas e Tecnologias de Informação]]></journal-title>
<abbrev-journal-title><![CDATA[RISTI]]></abbrev-journal-title>
<issn>1646-9895</issn>
<publisher>
<publisher-name><![CDATA[AISTI - Associação Ibérica de Sistemas e Tecnologias de Informação]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1646-98952023000300099</article-id>
<article-id pub-id-type="doi">10.17013/risti.51.99-115</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Agente inteligente para la gestión de incidencias]]></article-title>
<article-title xml:lang="en"><![CDATA[Intelligent agent for incident management]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Iparraguirre-Villanueva]]></surname>
<given-names><![CDATA[Orlando]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Obregon-Palomino]]></surname>
<given-names><![CDATA[Luz]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pujay-Iglesias]]></surname>
<given-names><![CDATA[Wilson]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Cabanillas-Carbonell]]></surname>
<given-names><![CDATA[Michael]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma del Perú Facultad de Ingeniería y Arquitectura ]]></institution>
<addr-line><![CDATA[Lima ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Privada del Norte Facultad de Ingeniería ]]></institution>
<addr-line><![CDATA[Lima ]]></addr-line>
<country>Peru</country>
</aff>
<pub-date pub-type="pub">
<day>30</day>
<month>09</month>
<year>2023</year>
</pub-date>
<pub-date pub-type="epub">
<day>30</day>
<month>09</month>
<year>2023</year>
</pub-date>
<numero>51</numero>
<fpage>99</fpage>
<lpage>115</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.pt/scielo.php?script=sci_arttext&amp;pid=S1646-98952023000300099&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.pt/scielo.php?script=sci_abstract&amp;pid=S1646-98952023000300099&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.pt/scielo.php?script=sci_pdf&amp;pid=S1646-98952023000300099&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Un agente inteligente (AI) utiliza la inteligencia artificial (IA) para dialogar con los usuarios; las incidencias son interrupciones que surgen y que impiden a los usuarios hacer uso de las tecnologías de la información (TI); América Latina tiene un 15. 5% de las respuestas a incidencias de clientes. En Europa, cada año las incidencias de seguridad de TI se han visto incrementado desde 2019 en un 41%, las cuales se clasifican como de gravedad Alta y Muy Alta. El propósito de este estudio fue implementar un AI para mejorar la Gestión de Incidencias (GI), reducir el número de incidencias no resueltos, reducir el tiempo de resolución y aumentar la satisfacción de los usuarios. Para lograr este objetivo, se siguió un enfoque cuantitativo y un diseño preexperimental; se utilizó cuestionarios para el recojo de datos y, a continuación, todos los datos se sometieron a un análisis estadístico para validar la hipótesis. expertos verificaron la validez de los instrumentos, luego se obtuvo el índice de confiabilidad de los instrumentos utilizados. Además, se utilizó el marco de trabajo Scrum para el desarrollo de la solución inteligente. El logro de la implementación se obtuvo a través de la incorporación de diversas tecnologías como Dialogflow, Webhook, PostgreSQL; finalmente, se obtuvo un AI capaz de atender los incidentes reportados por los usuarios, asignando la tarea de manera automatizada. El desarrollo de este estudio permitió minimizar el número de incidencias no resueltas al día en un 14%; se redujo el tiempo de resolución de incidencias en un 63% y aumentó la satisfacción de los usuarios a "Satisfecho" al 43,3% y a "Muy Satisfecho" al 57,7%. Finalmente, se puede concluir que este trabajo proporciona una importante contribución para futuras implantaciones de diseños o desarrollos relacionados con la automatización de la GI mediante agentes inteligentes.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract An intelligent agent uses artificial intelligence (AI) to dialogue with users; incidents are interruptions that arise and prevent users from making use of information technology (IT); Latin America has 15. 5% of customer incident responses; in Europe, each year IT security incidents have seen a 41% increase since 2019, which are classified as High and Very High severity. The purpose of this study was to implement an intelligent agent to improve Incident Management, reduce the number of unresolved incidents, reduce resolution time, and increase user satisfaction. To achieve this objective, a quantitative approach and a pre-experimental design were followed; questionnaires were used to collect data, and then all data were subjected to statistical analysis to validate the hypothesis. Experts verified the reliability and validity of the instruments used. In addition, the Scrum framework was used for the development of the intelligent solution. The achievement of the implementation was obtained through the incorporation of various technologies such as Dialogflow, Webhook, PostgreSQL; finally, an intelligent agent capable of attending incidents reported by users was obtained, assigning the task in an automated manner. The development of this study minimized the number of unresolved incidents per day by 14%, reduced the incident resolution time by 63% and increased user satisfaction to "Satisfied" to 43.3% and "Very Satisfied" to 57.7%. Finally, it can be concluded that this work provides an important contribution for future implementations of designs or developments related to the automation of incident management through intelligent agents.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Chatbot Inteligente]]></kwd>
<kwd lng="es"><![CDATA[Agente]]></kwd>
<kwd lng="es"><![CDATA[Gestión]]></kwd>
<kwd lng="es"><![CDATA[Incidentes]]></kwd>
<kwd lng="en"><![CDATA[Intelligent Chatbot]]></kwd>
<kwd lng="en"><![CDATA[Agent]]></kwd>
<kwd lng="en"><![CDATA[Incident]]></kwd>
<kwd lng="en"><![CDATA[Management]]></kwd>
</kwd-group>
</article-meta>
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