Gestión autónoma de servicios en ISPs: Diseño e implementación de un asistente virtual

Abstract

CONDITIONING OF PROJECT PUBLICATION. This degree project addresses the operational inefficiency issues within the Internet Service Provider (ISP) Terranet, caused by the fragmentation of its management systems (WispHub and SmartOLT) and the reliance on manual processes. The main objective was to design and implement a virtual assistant prototype for autonomous service management, based on platform orchestration and the use of emerging technologies. The methodology employed was based on the Design Thinking framework, allowing the development of a modular software architecture using Docker containers and a Python/FastAPI backend. The solution integrates the TR-069 protocol via the GenieACS server for remote management and diagnostics of CPE devices (routers and bridges) in heterogeneous environments (Huawei and TP-Link). Furthermore, a heuristicassisted Optical Character Recognition (OCR) module was incorporated for automated payment validation, mitigating fraud risk, along with a Natural Language Processing (NLP) engine for fluid conversational interaction via WhatsApp. Experimental results demonstrated a drastic optimization in service times, reducing transaction validation from 5 minutes to 45 seconds, and achieving a 90% accuracy rate in receipt recognition after calibration. The financial and operational analysis projects a 15% reduction in unnecessary technical visits and an immediate return on investment due to the decrease in manual workload, validating the technical and economic viability of the proposed system. Keywords: Automation, TR-069, GenieACS, OCR, Interoperability.