<?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>2708-0412</journal-id>
<journal-title><![CDATA[Revista científica en ciencias sociales]]></journal-title>
<abbrev-journal-title><![CDATA[Rev. cient. cienc. soc.]]></abbrev-journal-title>
<issn>2708-0412</issn>
<publisher>
<publisher-name><![CDATA[Universidad del Pacífico]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2708-04122025000100126</article-id>
<article-id pub-id-type="doi">10.53732/rccsociales/e701125</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Diseño de un chatbot integrado para el área de ventas: potenciando la experiencia de usuario utilizando la metodología design thinking, Perú]]></article-title>
<article-title xml:lang="en"><![CDATA[Designing an integrated chatbot for the sales department: enhancing the user experience using the design thinking methodology, Peru]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Cueva]]></surname>
<given-names><![CDATA[Carmen Chieng]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Reynoso]]></surname>
<given-names><![CDATA[Jeferson Pinedo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad San Ignacio de Loyola Facultad de Ciencias Empresariales ]]></institution>
<addr-line><![CDATA[Lima ]]></addr-line>
<country>Peru</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>00</month>
<year>2025</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>00</month>
<year>2025</year>
</pub-date>
<volume>7</volume>
<fpage>126</fpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.iics.una.py/scielo.php?script=sci_arttext&amp;pid=S2708-04122025000100126&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.iics.una.py/scielo.php?script=sci_abstract&amp;pid=S2708-04122025000100126&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.iics.una.py/scielo.php?script=sci_pdf&amp;pid=S2708-04122025000100126&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN El objetivo de esta investigación fue diseñar e implementar un chatbot de WhatsApp para optimizar el acceso a información clave en tiempo real (precios, stock y tallas) dirigida a asesores de ventas en tiendas minoristas de Lima, Perú. Se utilizó un enfoque cualitativo aplicando la metodología Design Thinking, que incluyó la fase de empatía mediante entrevistas a 12 asesores de ventas, la ideación y prototipado con herramientas no-code (Make y WhatsApp Cloud API), y la validación a través de una evaluación heurística con un experto en retail y automatización. Los resultados evidenciaron mejoras en la eficiencia operativa, reducción de tiempos de búsqueda de información y una alta frecuencia de uso del chatbot por parte de los asesores. En conclusión, la integración de chatbots en el entorno de ventas minoristas demuestra un potencial significativo para optimizar la experiencia en tienda y apoyar la toma de decisiones comerciales. Se recomienda que futuras investigaciones analicen su impacto cuantitativo en indicadores de ventas y satisfacción del cliente.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT The aim of this study was to design and implement a WhatsApp chatbot to optimize real-time access to key information (prices, stock, and sizes) for sales consultants in retail stores in Lima, Peru. A qualitative approach was employed using the Design Thinking methodology, which involved the empathy phase through interviews with 12 sales consultants, ideation and prototyping with no-code tools (Make and WhatsApp Cloud API), and validation through a heuristic evaluation conducted by a retail and automation expert. The findings revealed improvements in operational efficiency, reduced information retrieval time, and high frequency of chatbot use among consultants. In conclusion, the integration of chatbots into the retail sales environment shows significant potential to enhance the in-store experience and support commercial decision-making. Future research is encouraged to evaluate its quantitative impact on sales performance and customer satisfaction.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Chatbots]]></kwd>
<kwd lng="es"><![CDATA[experiencia de usuario]]></kwd>
<kwd lng="es"><![CDATA[pensamiento de diseño]]></kwd>
<kwd lng="es"><![CDATA[interacción humano-computadora]]></kwd>
<kwd lng="es"><![CDATA[comercio minorista]]></kwd>
<kwd lng="es"><![CDATA[sistemas de información]]></kwd>
<kwd lng="en"><![CDATA[Chatbots]]></kwd>
<kwd lng="en"><![CDATA[user experience]]></kwd>
<kwd lng="en"><![CDATA[design thinking]]></kwd>
<kwd lng="en"><![CDATA[human-computer interaction (hci)]]></kwd>
<kwd lng="en"><![CDATA[retail trade]]></kwd>
<kwd lng="en"><![CDATA[information systems.]]></kwd>
</kwd-group>
</article-meta>
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</ref-list>
</back>
</article>
