Artificial Intelligence Chatbot for Proactive Management of Permits, Licenses and Operational Risk
DOI:
https://doi.org/10.35381/i.p.v8i15.5188Keywords:
Artificial intelligence, Natural language processing, Machine learning, Public administration, Personnel management, (Tesauro UNESCO).Abstract
The study aimed to develop and implement an artificial intelligence chatbot to optimize the consultation and management of staff permits in the human talent area of a public institution, integrating automated regulatory validation and proactive operational risk classification. The Agile/SCRUM methodology was applied on a microservices architecture. The conversational component was built with DeepPavlov, complemented by Google Gemini in a supporting role of enrichment and contingency; a Python-based rules engine validated regulatory compliance and a scikit-learn classifier estimated operational risk. Validation was performed through six functional test cases. The results showed the integration of the chatbot's four functional capabilities, the correct classification of the three risk levels, and operational continuity in the face of external service failures. It was concluded that the hybrid approach proved viable for the proactive automation of permits in the public sector, offering institutional traceability and adaptive responses.
Downloads
References
Alemán Espinoza, J. W., Ruiz Vargas, M. R., & Aguilar Juarez, E. A. (2019). Retrospectiva al Desarrollo de Chatbots y Procesamiento del Lenguaje Natural. Realidad y Reflexión, 190-206. https://doi.org/10.5377/ryr.v48i0.7095
Aljohani, A. (2023). Predictive Analytics and Machine Learning for Real-Time Supply Chain Risk Mitigation and Agility. Sustainability, 15(20), 15088. https://doi.org/10.3390/su152015088
Arias-Chávez, D., Ramos-Quispe, T., & Cangalaya Sevillano, L. M. (2024). Análisis y tendencias en el uso de chatbots y agentes conversacionales en el campo de la educación: Una revisión bibliométrica. Innovaciones Educativas, 26(41), 242-260. https://doi.org/10.22458/ie.v26i41.5135
Asamblea Nacional del Ecuador. (2010). Ley Orgánica del Servicio Público (LOSEP). https://www.gob.ec/regulaciones/ley-organica-servicio-publico
Burtsev, M., Seliverstov, A., Airapetyan, R., Arkhipov, M., Baymurzina, D., Bushkov, N., Gureenkova, O., Khakhulin, T., Kuratov, Y., Kuznetsov, D., Litinsky, A., Logacheva, V., Lymar, A., Malykh, V., Petrov, M., Polulyakh, V., Pugachev, L., Sorokin, A., Vikhreva, M., & Zaynutdinov, M. (2018). DeepPavlov: Open-Source Library for Dialogue Systems. Proceedings of ACL 2018, System Demonstrations, 122-127. https://doi.org/10.18653/v1/P18-4021
CAF. (2021). Experiencia: Datos e Inteligencia Artificial en el sector público. CAF. https://scioteca.caf.com/handle/123456789/1793
Carbonell-García, C. E., Burgos-Goicochea, S., Calderón-de-los-Ríos, D. O., & Paredes-Fernández, O. W. (2023). La Inteligencia Artificial en el contexto de la formación educativa. EPISTEME KOINONIA, 6(12), 152-166. https://doi.org/10.35381/e.k.v6i12.2547
Casazola Cruz, O. D., Alfaro Mariño, G., Burgos Tejada, J., & Ramos More, O. A. (2021). La usabilidad percibida de los chatbots sobre la atención al cliente en las organizaciones: Una revisión de la literatura. Interfases, (014), 184-204. https://doi.org/10.26439/interfases2021.n014.5401
Celi-Parraga, R. J., Varela-Tapia, E. A., Acosta-Guzmán, I. L., & Montaño-Pulzara, N. R. (2021). Técnicas de procesamiento de lenguaje natural en la inteligencia artificial conversacional textual. AlfaPublicaciones, 3(4.1), 40-52. https://doi.org/10.33262/ap.v3i4.1.123
Devlin, J., Chang, M.-W., Lee, K., & Toutanova, K. (2019). BERT: Pre-training of Deep Bidirectional Transformers for Language Understanding. Proceedings of the 2019 Conference of the North, 4171-4186. https://doi.org/10.18653/v1/N19-1423
Espinosa-Luna, B. H., Castillo-Oliva, J., Montañez-Díaz, B. A., & Mendoza-De-los-Santos, A. (2023). Implementación de un chatbot basado en modelo de lenguaje de inteligencia artificial para responder preguntas frecuentes de estudiantes universitarios. Revista Científica de Sistemas e Informática, 3(2), e570. https://doi.org/10.51252/rcsi.v3i2.570
Falahah, Surendro, K., & Sunindyo, W. D. (2021). Circuit Breaker in Microservices: State of the Art and Future Prospects. IOP Conference Series: Materials Science and Engineering, 1077(1), 012065. https://doi.org/10.1088/1757-899X/1077/1/012065
Garzón-Quiroz, M., Del Campo-Saltos, G., & Loor-Ávila, B. (2025). Análisis sistemático sobre la eficiencia comunicativa entre chatbots basados en reglas y modelos de lenguaje natural. Universitas, (42), 167-192. https://doi.org/10.17163/uni.n42.2025.07
Gordon Graell, R. D. (2023). Chatbots e inteligencia artificial: Aportes, innovaciones y aplicación en el desarrollo de sistemas de información empresarial. Visión Antataura, 7(1), 132-147. https://doi.org/10.48204/j.vian.v7n1.a3930
Kaun, A., & Männiste, M. (2025). Public sector chatbots: AI frictions and data infrastructures at the interface of the digital welfare state. New Media & Society, 27(4), 1962-1985. https://doi.org/10.1177/14614448251314394
Norton Stanley, S. A., & Sebastian, S. (2024). Elastic circuit de-constructor: A pattern to enhance resiliency in microservices. International Journal of Computers and Applications, 46(10), 921-932. https://doi.org/10.1080/1206212X.2024.2397018
Oyekunle Claudius Oyeniran, Adebunmi Okechukwu Adewusi, Adams Gbolahan Adeleke, Lucy Anthony Akwawa, & Chidimma Francisca Azubuko. (2024). Microservices architecture in cloud-native applications: Design patterns and scalability. Computer Science & IT Research Journal, 5(9), 2107-2124. https://doi.org/10.51594/csitrj.v5i9.1554
Padilla-Caballero, J. E. A., Naupay-Gusukuma, Á. M., Ruiz-Salazar, J. M., & Poma-Garcia, C. R. (2023). Habilidades investigativas universitarias del futuro: El papel de la inteligencia artificial. Revista Arbitrada Interdisciplinaria Koinonía, 8(2), 702-722. https://doi.org/10.35381/r.k.v8i2.2946
Pedregosa, F., Varoquaux, G., Gramfort, A., Michel, V., Thirion, B., Grisel, O., Blondel, M., Prettenhofer, P., Weiss, R., Dubourg, V., Vanderplas, J., Passos, A., Cournapeau, D., Brucher, M., Perrot, M., & Duchesnay, É. (2011). Scikit-learn: Machine Learning in Python. Journal of Machine Learning Research, 12(85), 2825-2830. https://www.jmlr.org/papers/v12/pedregosa11a.html
Piña Ferrer, L. S. (2024). La inteligencia artificial desde la perspectiva del talento humano. Revista Arbitrada Interdisciplinaria Koinonía, 9(18), 1-3. https://doi.org/10.35381/r.k.v9i18.4210
Pionce Arteaga, M. A., Caicedo Plúa, C. R., Delgado Lucas, H. B., & Murillo Quimiz, L. R. (2022). Chatbots para ventas y atención al cliente. Journal TechInnovation, 1(1), 107-116. https://doi.org/10.47230/Journal.TechInnovation.v1.n1.2022.107-116
Saleh Sedghpour, M. R., Garlan, D., Schmerl, B., Klein, C., & Tordsson, J. (2023). Breaking the Vicious Circle: Self-Adaptive Microservice Circuit Breaking and Retry. 2023 IEEE International Conference on Cloud Engineering (IC2E), 32-42. https://doi.org/10.1109/IC2E59103.2023.00012
Salinas Santiago, J., García Gutiérrez, W. F., Ordoñez Reyes, A. B., & Mendoza De Los Santos, A. C. (2024). Implementación de un chatbot inteligente en la gestión de las mesas de ayuda. Revista Científica: BIOTECH AND ENGINEERING, 4(1). https://doi.org/10.52248/eb.Vol4Iss1.103
Vahdati, A., & Ramsin, R. (2024). Model-Driven Methodology for Developing Chatbots Based on Microservice Architecture: Proceedings of the 12th International Conference on Model-Based Software and Systems Engineering, 247-254. https://doi.org/10.5220/0012433700003645
Velastegui Campoverde, E. U. (2023). Inteligencia Artificial y su potencial adopción en los servicios públicos: Desafíos y oportunidades en Ecuador a partir del período 2021 – 2022. https://repositorio.puce.edu.ec/handle/123456789/43320
Wang, X., Lin, X., & Shao, B. (2022). How does artificial intelligence create business agility? Evidence from chatbots. International Journal of Information Management, 66, 102535. https://doi.org/10.1016/j.ijinfomgt.2022.102535
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Alexander Andres Agurto-Guevara, Jenner Joan Villalba-Paladines, Wilmer Braulio Rivas-Asanza, Edison Luis Lojan-Cueva
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
CC BY-NC-SA : Esta licencia permite a los reutilizadores distribuir, remezclar, adaptar y construir sobre el material en cualquier medio o formato solo con fines no comerciales, y solo siempre y cuando se dé la atribución al creador. Si remezcla, adapta o construye sobre el material, debe licenciar el material modificado bajo términos idénticos.
OAI-PMH URL: https://fundacionkoinonia.com.ve/ojs/index.php/ingeniumetpotentia/oai
