Empatia artificial nos chatbots do sistema financeiro e bancário do Peru: revisão de escopo das evidências (2021–2026)
Palavras-chave:
Empatia artificial; chatbots; banco digital; serviços financeiros; confiança emocional; experiência do cliente; revisão de escopo; Peru.Resumo
O setor bancário peruano tem incorporado, de forma acelerada, assistentes virtuais e chatbots em seus canais de atendimento digital; contudo, a pesquisa científica sobre a dimensão empática dessas interações automatizadas ainda é incipiente. O objetivo deste estudo foi mapear e sintetizar as evidências científicas publicadas entre 2021 e 2026 sobre como a empatia é conceitualizada, projetada e avaliada em chatbots de serviços bancários e financeiros, determinando seu impacto na experiência do cliente e avaliando sua pertinência para o sistema financeiro peruano. Foi realizada uma revisão de escopo (*scoping review*), estruturada conforme a metodologia de Arksey e O'Malley — aprimorada por Levac et al. e pelas diretrizes do Instituto Joanna Briggs (JBI) — e relatada em estrita conformidade com a extensão PRISMA-ScR. Diante da restrição de acesso a bases de dados comerciais pagas, implementou-se um protocolo de acesso aberto utilizando a API pública de metadados da Crossref, mecanismos de busca acadêmica abertos e repositórios institucionais peruanos, com a verificação individual de cada identificador DOI. Foram incluídos 20 estudos revisados por pares, em espanhol, inglês ou português, organizados em três estratos: financeiro com métrica afetiva, financeiro de aceitação geral e um estrato transversal focado em mecanismos empáticos transferíveis. Três estudos referem-se ao contexto peruano e um à Costa Rica; não foram encontradas evidências sobre áreas periurbanas, como Lima Norte. Para mitigar o viés de um avaliador único, aplicou-se um protocolo de dupla revisão independente com verificação cruzada (κ = 0,88). Apenas sete trabalhos avaliam a empatia de forma explícita; oito utilizam abordagens afetivo-relacionais, e cinco não empregam métricas afetivas. As evidências demonstram que a linguagem empática aumenta significativamente a confiança emocional e a satisfação, operando por meio de um Modelo Dual de Confiança Tecnológico-Afetiva. No entanto, sua eficácia está condicionada à causa da falha, à compensação oferecida, à autonomia do sistema e à disponibilidade de mecanismos de escalonamento para atendimento humano (*human-in-the-loop*). No caso do Peru, as evidências são escassas e de natureza correlacional, sendo necessário o desenvolvimento de escalas validadas localmente, a realização de experimentos em situações de estresse financeiro e a implementação de arquiteturas híbridas de atendimento.
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