O uso de chatbot para identificar riscos em projetos de tecnologia da informação

Abstract

The literature demonstrates the importance of Risk Management in projects, as well as the difficulty of project managers in identifying risks. Some existing techniques and tools prove to be very laborious or ineffective for the adequate treatment of risks in projects, so that the identification of these risks is undersized, with negative impacts on their results and objectives. This research aims to facilitate the identification of risks in information technology (IT) projects through the use of a tool, a chatbot, in which project managers can inform the characteristics of their projects, to obtain a list of most likely risks to the analysis processes. As a research method, Design Science Research was applied in four phases. In the first phase, the problem was identified through a survey of 158 managers and project team members, aiming to identify the difficulties that are encountered in the identification of risks, generating a list. Phase 2, defining the objectives of a solution, was used a focus group with ten experienced IT project managers, aiming to obtain a satisfactory solution, aiming to confirm and expand the findings of the initial survey. In the next phase, of design and development, a base with 1,725 risks was synthesized in 1540 and the chatbot (prototype) was developed. In the demonstration and evaluation phase, the chatbot was used to solve an instance of the problem, presenting it to the confirmatory focus group and it was observed how well the chatbot supports the solution of the problem, comparing the objectives of the developed solution with the results obtained in the demonstration phase. As a result, it was found that the artifact reached met the objectives of utility, ease of use, effectiveness and operational viability. The practical contribution of this research is to facilitate the identification of risks at any time during project management, especially in the initiation phase and, as early as possible, to plan the most appropriate responses and actions.