Conversafina: chatbot voltado para educação financeira com a utilização da inteligência artificial para o atendimento personalizado

Abstract

This study aims to develop and evaluate ConversaFina, a conversational solution based on generative artificial intelligence designed to support the financial education of microentrepreneurs. The study starts from the recognition that difficulties related to understanding financial concepts, economic planning, and decision-making can compromise the sustainability of small businesses, highlighting the need for more accessible, contextualized educational strategies adapted to the characteristics of users. To address this challenge, ConversaFina was developed, a system that integrates large-scale language models (LLMs), personalization mechanisms, and user experience principles to offer financial guidance in natural language. The research adopted a mixed-methods approach and was conducted through a literature review, an exploratory study with users, and the development of a technological artifact based on the Design Thinking approach. The process involved stages of empathy, definition, ideation, prototyping, and validation, allowing the identification of user needs, the definition of solution requirements, and progressive refinements of the application. The personalization of interactions was implemented using contextual information, financial profile, and conversational history of users. The results obtained during exploratory validation indicated a predominantly positive perception of the developed solution, highlighting aspects related to ease of use, clarity of the guidance provided, accessibility of the interface, and the tool's potential for supporting financial literacy. Limitations were also identified related to the contextualization of responses produced by generative models and the need for continuous improvement of personalization mechanisms. As a contribution, this research broadens the understanding of the possibilities for using conversational artificial intelligence in financial education processes, offering evidence on the potential and limitations of applying intelligent conversational systems in this context. Furthermore, it presents ConversaFina as a technological solution capable of supporting access to more personalized and contextualized financial guidance for micro-entrepreneurs.