Automated Telephone Agent for Restaurant Reservation Management: Development and Usability Evaluation

• Autores: Jondec Delgado, Cristhian Andre, Zavaleta Galarza, Erick, Venturo Ramos, Alexander Josué, Mendoza de los Santos , Alberto Carlos
• Formato: artículo
• Fecha de Publicación: 2026
• Institución: Universidad La Salle
• Repositorio: Revistas - Universidad La Salle
• Lenguaje: español
• OAI Identifier: oai:ojs.revistas.ulasalle.edu.pe:article/296
• Enlace del recurso: https://revistas.ulasalle.edu.pe/innosoft/article/view/296; https://doi.org/10.48168/innosoft.s29.a296; https://n2t.net/ark:/42411/s29/a296
• Nivel de acceso: acceso abierto
• Materia: Process automation; SUS evaluation; Reservation management; System integration; Usability; Automatización de procesos; Evaluación SUS; Gestión de reservas; Integración de sistemas; Usabilidad

This work aimed to develop and assess the usability of a prototype automated system for telephone reservation management, integrating automation tools and specialized web services, in order to determine its acceptability by potential users in the restaurant industry. The prototype was developed using a component-by-component methodology that allowed each equipment member to focus on specific tasks, promoting parallel work and increased system construction efficiency. The system successfully integrated all of its modules, establishing an automated conversation flow capable of verifying in real time the availability of periods and accurately registering customer information prior to confirming the reservation. The SUS scale was applied to a sample of 50 university students from various academic fields at the Universidad Nacional de Trujillo in order to assess the system's usability and degree of acceptance. The system received an average score of 81.2 points, placing it in the "good" usability category according to international standards. These results show that users are very receptive and positive about using automated systems for reservation tasks, which validates the potential for implementing these kinds of solutions in real-world settings.