Abstract

In this article, a planning and diagnosis was carried out, in which it was evidenced from the background how the improvement tools generated impacts in the companies. In addition, the objectives of the research were established in order to evaluate the limitations and restrictions that the project may present. Therefore, an analysis of the KPIs was carried out in order to measure and have standards of a company in the service sector. We proceeded to determine the problem where it was evidenced from reports that the company's gap is 52% efficiency. The main causes were: delay in the customer service process, incomplete documentation in the delivery of requirements and lack of implementation of automated tools. Secondly, the issue of solution design was addressed, where the association of the causes presented above with the ERP and AI (chatbots) was performed. The proposed solution was designed step by step as ERP and AI would be of great impact on the company. In addition, a table was made on the improvement implementation budget to see the report then is the accounting status. Finally, the validation and sustainability of the project was performed. Strategies were designed so that both tools work optimally with the least possible error. Therefore, optimal results were obtained after implementation.