Soluções integradas de atendimento: aplicação de ferramentas open source no suporte aos alunos da UFMT

Abstract

Effective communication and quick access to information are recurring challenges in the university environment, especially in distance education courses, such as the Bachelor of Science and Technology at UFMT – Campus Várzea Grande. This work presents the development of a centralized and automated customer service system, focusing on the use of open source tools such as Chatwoot, n8n, Typebot and Evolution API. The system uses the WhatsApp application as a platform for a chatbot capable of answering frequently asked questions and, when necessary, automatically transferring conversations to professors. The methodology included the use of Typebot to create a chatbot with customizable flows, Chatwoot to centralize interactions, n8n to manage automated workflows and the Evolution API to connect these tools. Tests carried out over two months showed significant results: 75% of users rated the automated service with a score equal to or higher than 8, and 88.9% had their queries resolved successfully. This solution reduces teacher overload, improves student experience, and promotes more efficient communication. In addition to being easy to implement and low cost, the system shown is adaptable to different platforms, making it an advanced tool for educational environments.