Inteligência artificial na melhoria dos resultados e na redução de custos nos serviços prestados pelos órgãos públicos: estudo na ouvidoria da Universidade Federal do Rio Grande do Norte
More and more technology has become essential to people's lives over time, especially during the last century, whether to perform personal or professional activities. Companies from all areas are focused on using new technological tools in order to provide easier access and a more satisfactory...
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| Formato: | bachelorThesis |
| Idioma: | pt_BR |
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Universidade Federal do Rio Grande do Norte
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| Endereço do item: | https://repositorio.ufrn.br/handle/123456789/41259 |
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| Resumo: | More and more technology has become essential to people's lives over time, especially during the last century, whether to perform personal or professional activities. Companies from all areas are focused on using new technological tools in order to provide easier access and a more satisfactory service to their users, and inside public institutions this effort could be no different. Therefore, this study aims to present possible benefits of using artificial intelligence in Public Administration, more specifically in the Ombudsman services unit of the Federal University of Rio Grande do Norte. In terms of methodology, a descriptive research was conducted, hence all obtained data was described and recorded. With regards to procedures, a case study was carried out by analysing the management reports from 2019 to 2020 of the UFRN Ombudsman, after the inclusion of an artificial intelligence, a robot named Kairós, in the practice of daily activities. The inclusion of this new tool yielded awards at national level to the university’s unit due to the excellent results obtained with the work. After analysis and report comparison, the improvement of results inside the UFRN's Ombudsman unit becomes evident once the Artificial Inteligence is implemented, resulting in significant decrease of the response time and a complete fulfillment of all demands under Kairós’ responsibility during the analyzed years. |
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