Application of Artificial Intelligence in Administrative
Procurement Processes at Public Universities: Innovation and Efficiency in User
Service
Name: ALAN WERLEN SOUZA
Publication date: 18/12/2024
Examining board:
Name |
Role |
|---|---|
| GEORGE LAURO RIBEIRO DE BRITO | Examinador Externo |
| LOURENÇO COSTA | Examinador Interno |
| TACIANA DE LEMOS DIAS | Examinador Interno |
| TERESA CRISTINA JANES CARNEIRO | Presidente |
Summary: This study investigates the application of Artificial Intelligence (AI) in the administrative
processes of contracting support foundations at a public higher education university,
with an emphasis on innovation and improving user service efficiency. The research
addresses the administrative challenges faced by universities, such as an overload of
requests, difficulties in clarifying questions, and confusion about submitting the correct
documents—issues that lead to delays and dissatisfaction among partner institutions
and users. The main objective was to evaluate how AI can mitigate these difficulties
through the implementation of a chatbot aimed at guiding users. Its relevance lies in the
growing need to modernize public management, seeking greater operational efficiency,
resource optimization, and better alignment with contemporary demands. The study
adopted a mixed-methods approach, combining qualitative and quantitative methods to
assess user experience. Perceptions regarding usability, accuracy of answers, and
satisfaction levels were gathered through questionnaires containing both open and
closed questions. The results show that AI can contribute to reducing administrative
bottlenecks, speeding up processes, minimizing errors and delays, and increasing user
satisfaction. Data analysis provided valuable insights for the continuous improvement
of the chatbot, aiming to make it more effective and aligned with institutional needs. As
a technological product, a chatbot was developed to simplify access to information
related to contracting support foundations, optimizing customer service and reducing
administrative bottlenecks. Additionally, a detailed tutorial was prepared for
implementing chatbots in administrative processes, with the aim of enabling the
replication of this solution in other institutions.
