Modelagem e ampliação de um sistema de atendimento automatizado com base em software open source para o Curso de Bacharelado em Ciência e Tecnologia-UFMT

Abstract

This paper presents the improvement of an automated service system in Bachelor of Science and Technology program at the Federal University of Mato Grosso (Várzea Grande Campus), focusing on improving the screening, personalization and forwarding of students demands. The project integrates open source tools Chatwoot, Evolution API, Typebot, N8n and NocoDB, enabling a low-cost, scalable and efficient solution. The methodology included mapping the main demands, developing intelligent flows with conditional logic and integration with a relational database to identify students via CPF. The results suggests a significant improvement in user experience and operational efficiency: between November 2024 and April 2025, the student satisfaction rate raised from 68.25% to 98.11%. The system also reduced the workload of the human team, allowing for accurate forwarding of demands and contextualized responses. The result suggests that by automating the academic communication process, even under limited resources, we could achieve positive results among the students perception and the quality of the communication process.