Empatía artificial en los chatbots del sistema financiero y bancario del Perú: revisión de alcance de la evidencia (2021–2026)
Palabras clave:
Empatía artificial; chatbots; banca digital; servicios financieros; confianza emocional; experiencia del cliente; revisión de alcance; Perú.Resumen
La banca peruana ha incorporado de manera acelerada asistentes virtuales y chatbots en sus canales de atención digital; sin embargo, la investigación científica sobre la dimensión empática de estas interacciones automatizadas es aún incipiente. El objetivo de este estudio fue mapear y sintetizar la evidencia científica publicada entre 2021 y 2026 sobre cómo se conceptualiza, diseña y evalúa la empatía en chatbots de servicios bancarios y financieros, determinando su impacto sobre la experiencia del cliente y valorando su pertinencia para el sistema financiero peruano. Se desarrolló una revisión de alcance (scoping review) estructurada según el marco metodológico de Arksey y O'Malley, enriquecida por Levac et al. y la guía del Instituto Joanna Briggs (JBI), reportada en estricta conformidad con la extensión PRISMA-ScR. Ante la restricción de acceso a bases de datos comerciales suscritas, se implementó un protocolo de acceso abierto mediante la API pública de metadatos de Crossref, buscadores académicos abiertos y repositorios institucionales peruanos, verificando individualmente cada identificador DOI. Se incluyeron 20 estudios arbitrados en español, inglés o portugués, organizados en tres estratos: financiero con medida afectiva, financiero de aceptación general y un estrato transversal de mecanismos empáticos transferibles. Tres estudios responden al entorno peruano y uno a Costa Rica, no encontrándose evidencia sobre áreas periurbanas como Lima Norte. Para resolver el sesgo de evaluador único, se aplicó un protocolo de doble revisor independiente con verificación cruzada (κ = 0.88). Solo siete trabajos evalúan explícitamente la empatía, ocho utilizan aproximaciones afectivo-relacionales y cinco prescinden de medidas afectivas. La evidencia demuestra que el lenguaje empático incrementa significativamente la confianza emocional y la satisfacción, operando a través de un Modelo Dual de Confianza Tecnológico-Afectiva. No obstante, su eficacia está condicionada por la causa del fallo, la compensación ofrecida, la autonomía del sistema y la disponibilidad de vías de escalamiento hacia personal humano (human-in-the-loop). Para el Perú, la evidencia es escasa y correlacional, requiriéndose el desarrollo de escalas validadas localmente, experimentos en situaciones de estrés financiero y arquitecturas híbridas de atención.
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Derechos de autor 2026 Jesus Enrique Reyes Acevedo, Pedro Leonardo Tito Huamani, Pedro Luis Mascaro Canales, Cynthia Verina Núñez Rosales
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