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Universidade Federal Do Rio Grande Do Norte Instituto UNIVERSIDADE FEDERAL DO RIO GRANDE DO NORTE INSTITUTO METRÓPOLE DIGITAL PROGRAMA DE PÓS-GRADUAÇÃO EM INOVAÇÃO EM TECNOLOGIAS EDUCACIONAIS CINTIA REIS DE OLIVEIRA SISTEMA DE CHATBOT NA INCLUSÃO DIGITAL DE IDOSOS NATAL - RN 2021 CINTIA REIS DE OLIVEIRA SISTEMA DE CHATBOT NA INCLUSÃO DIGITAL DE IDOSOS Dissertação apresentada ao Programa de Pós- Graduação em Inovação em Tecnologias Educacionais do Instituto Metrópole Digital da Universidade Federal do Rio Grande do Norte, como requisito para obtenção do título de Mestre. Linha de Pesquisa: Desenvolvimento de Tecnologias Educacionais. Orientadora: Profª. Drª. Isabel Dillmann Nunes. NATAL - RN 2021 Universidade Federal do Rio Grande do Norte - UFRN Sistema de Bibliotecas - SISBI Catalogação de Publicação na Fonte. UFRN - Biblioteca Central Zila Mamede Oliveira, Cintia Reis de. Sistema de chatbot na inclusão digital de idosos / Cintia Reis de Oliveira. - 2021. 139f.: il. Dissertação (Mestrado) - Universidade Federal do Rio Grande do Norte, Instituto Metrópole Digital, Programa de Pós-Graduação em Inovação em Tecnologias Educacionais, Natal, 2021. Orientadora: Dra. Isabel Dillmann Nunes. 1. Idoso - Dissertação. 2. Chatbot -Dissertação. 3. Inclusão Digital - Dissertação. I. Nunes, Isabel Dillmann. II. Título. RN/UF/BCZM CDU 004:37 Elaborado por RAIMUNDO MUNIZ DE OLIVEIRA - CRB-15/429 CINTIA REIS DE OLIVEIRA SISTEMA DE CHATBOT NA INCLUSÃO DIGITAL DE IDOSOS Dissertação apresentada ao Programa de Pós- Graduação em Inovação em Tecnologias Educacionais do Instituto Metrópole Digital da Universidade Federal do Rio Grande do Norte, como requisito para obtenção do título de Mestre. Aprovada em: 16/04/2021 BANCA EXAMINADORA _____________________________________________ Profª. Drª. Isabel Dillmann Nunes Universidade Federal do Rio Grande do Norte (UFRN) _____________________________________________ Prof. Dr. Luiz Affonso Henderson Guedes de Oliveira Universidade Federal do Rio Grande do Norte (UFRN) _____________________________________________ Profª. Drª. Pauleany Simões de Morais Instituto Federal do Rio Grande do Norte (IFRN) AGRADECIMENTOS Gostaria de agradecer a todos que contribuíram para a construção desse trabalho. Em primeiro lugar, a Deus, como um ser superior, pela força plantada em meu coração durante todas as etapas. À minha família, por entender e apoiar a realização desse sonho, em especial à minha filha, que foi minha inspiração e motivação em todos os momentos. À minha orientadora pela disponibilidade e cuidado durante toda a execução do trabalho, e ao meu amigo, Carlos Brasil, pelo companheirismo e incentivo incondicional. RESUMO A população idosa no mundo vem crescendo gradativamente. A estimativa é que em 2060 um quarto da população no Brasil seja formada por idosos (IBGE, 2018). Isso remete a necessidade da criação de ações de incentivos à assistência e inserção da população idosa em todos os campos de atuação. No contexto da inclusão digital, instituições públicas vêm constituindo programas de educação para idosos, em sua maioria por meio de cursos presenciais, como é o caso do Instituto Metrópole Digital - IMD, com o Projeto de Extensão de Inclusão Digital de Idosos - ProEIDI, que semestralmente ministra conteúdos básicos de informática e uso de smartphone. Porém, a partir de pesquisa realizada com os idosos, os mesmos desejam continuar inseridos no ambiente educacional, procurando participar novamente do curso, o que diminui a oferta de vagas. Dessa forma, o problema de pesquisa permeia-se em como manter os idosos aprendendo após um curso presencial de inclusão digital, amparando-se na seguinte questão de pesquisa: como o uso de agentes conversacionais pode favorecer a formação complementar após cursos presenciais de inclusão digital para idosos? Assim, este trabalho tem como objetivo geral: desenvolver um modelo de interação com chatbot em smartphones para formação complementar a distância na inclusão digital de idosos. Para alcançar tal objetivo foi realizado o levantamento bibliográfico, a execução de revisão sistemática e a elaboração da arquitetura e design do software. A pesquisa apresenta-se de caráter aplicado com metodologia baseada na abordagem qualitativa, sendo validada por instrumental de avaliação de Materiais Educacionais Digitais (MEDs), voltado para o público idoso na utilização de smartphones. A avaliação baseou-se em aspectos técnicos com foco em critérios de usabilidade e acessibilidade, e pedagógicos com análise de indicadores geronto-educacionais. Destaca-se como principal contribuição da pesquisa a proposta inovadora da utilização de sistemas de chatbots para idosos no contexto de inclusão digital, propondo a utilização da ferramenta no cenário de formação complementar a distância, para idosos participantes de cursos de inclusão digital. Palavras-chave: Idoso, Chatbot, Inclusão Digital, Formação Complementar. ABSTRACT The elderly population in the world has been growing gradually. It is estimated that in 2060 a quarter of the population in Brazil will be formed by the elderly (IBGE, 2018). This refers to the need to create actions to encourage assistance and insertion of the elderly population in all fields of activity. In the context of digital inclusion, public institutions have been constituting education programs for the elderly, mostly through classroom courses, such as the Instituto Metrópole Digital - IMD, with the Extension Project for Digital Inclusion for the Elderly - ProEIDI, which semiannually teaches basic computer and smartphone content. However, based on research carried out with the elderly, they want to continue inserted in the educational environment, seeking to participate again in the course, which reduces the offer of places. Thus, the research problem permeates how to keep the elderly learning after a face-to-face digital inclusion course, based on the following research question: how the use of conversational agents can favor complementary training after face-to-face digital inclusion courses for the elderly? Thus, this work has the general objective: to develop a model of interaction with chatbot on smartphones for complementary distance training in the digital inclusion of the elderly. To achieve this goal, a bibliographic survey, systematic review and the architecture and design of the software were carried out. The research has an applied character with a methodology based on the qualitative approach, being validated by instruments for the evaluation of Digital Educational Materials (MEDs), aimed at the elderly audience in the use of smartphones. The evaluation was based on technical aspects with a focus on usability and accessibility criteria, and pedagogical aspects with analysis of geronto-educational indicators. The innovative proposal of using chatbots systems for the elderly in the context of digital inclusion stands out as the main contribution of the research, proposing the use of the tool as a scenario of complementary distance training, for elderly participants of courses of digital inclusion. Keywords: Elderly, Chatbot, Digital Inclusion, Complementary Training. LISTA DE FIGURAS FIGURA 1 - CLASSIFICAÇÃO DE CHATBOTS ............................................................................... 34 FIGURA 2 - DIFICULDADES ASSOCIADOS AO DESENVOLVIMENTO DAS DIFERENTES CLASSIFICAÇÕES DE SISTEMAS CONVERSACIONAIS. ........................................................... 36 FIGURA 3 - DESCRIÇÃO BÁSICA DA INTERAÇÃO E FUNCIONAMENTO DE UM CHATBOT. ............... 37 FIGURA 4 - INTEGRAÇÃO DE PARTES DA ARQUITETURA DE UM SISTEMA DE CHATBOT................. 37 FIGURA 5 - FLUXO DE ENTRADA DA MENSAGEM E GERAÇÃO DA RESPOSTA FINAL NA ARQUITETURA DE UM CHATBOT. ........................................................................................ 41 FIGURA 6 - INTERAÇÃO ENTRE OS MÓDULOS DA ARQUITETURA DE UM AGENTE CONVERSACIONAL. ....................................................................................................................................... 42 FIGURA 7 - CRITÉRIOS DE INCLUSÃO E EXCLUSÃO ADOTADOS NA SELEÇÃO DE RESULTADOS. .... 49 FIGURA 8 - GRÁFICO DE APLICAÇÃO DOS CRITÉRIOS DE INCLUSÃO E EXCLUSÃO NA ETAPA DE PRÉ- SELEÇÃO. ......................................................................................................................... 50 FIGURA 9 - GRÁFICO CRITÉRIOS DE INCLUSÃO E EXCLUSÃO APLICADOS NA ETAPA FINAL. .......... 50 FIGURA 10 - NUVEM DE PALAVRAS COM AS TECNOLOGIAS PARA CONSTRUÇÃO DE CHATBOTS.... 54 FIGURA 11 - NUVEM DE PALAVRAS COM AS TECNOLOGIAS PARA CONSTRUÇÃO DE CHATBOTS.... 55 FIGURA 12 - CICLO DE DESENVOLVIMENTO E AVALIAÇÃO DA PESQUISA BASEADO NA DSR. ...... 60 FIGURA 13 - ETAPAS METODOLÓGICAS PARA O DESENVOLVIMENTO DAS ATIVIDADES. ............... 67 FIGURA 14 - FLUXO DE COMUNICAÇÃO NA ARQUITETURA DO CHATBOT ANA. ........................... 71 FIGURA 15 - INTERAÇÃO ENTRE OS COMPONENTES DA ARQUITETURA DO CHATBOT ANA NO DIALOGFLOW................................................................................................................... 75 FIGURA 16 - CADASTRO E PRIMEIRO ACESSO EM CHATBOT ANA (A -INÍCIO DO CADASTRO NO SISTEMA; B - CONFIRMAÇÃO DO CADASTRO; C- TELA INICIAL APÓS O CADASTRO COM AS OPÇÕES PARA INICIAR A INTERAÇÃO). ............................................................................... 78 FIGURA 17 - VÍDEOS EM CHATBOT ANA (A - LISTA DE AULAS PARA O CONTEÚDO DE COMPUTADORES; B - LISTA DE AULAS PARA O CONTEÚDO DE SMARTPHONE; C- VISUALIZAÇÃO DA AULA EM TELA CHEIA NO FORMATO PAISAGEM DO SMARTPHONE). ........ 81 FIGURA 18 - TELA DE AJUDA PARA A PRÁTICA
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