Chatbot helpdesk design for digital customer service
(1) * P D Larasati Mail (Information System, School of Engineering and Technology, Tanri Abeng University, Indonesia)
(2) A Irawan Mail (Information System, School of Engineering and Technology, Tanri Abeng University, Indonesia)
(3) S Anwar Mail (Information System, School of Engineering and Technology, Tanri Abeng University, Indonesia)
(4) M F Mulya Mail (Information System, School of Engineering and Technology, Tanri Abeng University, Indonesia)
(5) M A Dewi Mail (Information System, School of Engineering and Technology, Tanri Abeng University, Indonesia)
(6) I Nurfatima Mail (Information System, School of Engineering and Technology, Tanri Abeng University, Indonesia)
*corresponding author

Abstract


A chatbot is a computer program based on AI (Artificial Intelligence), namely virtual robots that simulate conversations like humans. Customer service (CS) is one of the many parts of a company that will directly contact customers. Therefore CS is expected to be able to provide fast and appropriate responses to customer complaints and needs. Using AI technology, Chatbot can help or replace customer service duties because it can provide information and help customers' constraints precisely and quickly. A chatbot is currently widely used by middle and upper companies. H3I is a kind of Chatbot that serving all loyal customers and can be implemented in various messenger platforms such as WhatsApp, Line, and others. For gathering the information, the authors use interview, observation, literature study. Moreover, the Prototype model is used for the development of Chatbot. The result was made a Chatbot for WhatsApp that can be used for customer service.

   

DOI

https://doi.org/10.31763/aet.v1i3.684 		      

Article metrics

10.31763/aet.v1i3.684 Abstract views : 1426 | PDF views : 627

   

Cite

How to cite item
   

Full Text

Download

References


[1] Akhsan A A dan Faizah 2017 Analisis dan perancangan Interaksi Chatbot Reminder dengan User-Centered Design Journal of Information System Vol.13 No.2 Page 78-89.

[2] Baiti Z N and Nugroho F 2013 Aplikasi Chatbot “MI3” Untuk Informasi Jurusan Teknik Informatika Berbasis Sistem Pakar Menggunakan Metode Forward Chaining MATICS Vol.2 No.2 DOI: 10.18860/mat.v0i0.2425.

[3] Copyright 2020 Kata.ai Platform Indonesia - PT YesBoss Group Indonesia.

[4] Hadiwijaya S 2018 Berkenala Dengan Chatbot https://medium.com/kataengineering/berkenalan dengan-chatbot-part2-439524a52790 Access on September 2020.

[5] Lathif R 2019 Draw.io https://surgatekno.com/tech-news/apa-itu-draw-io/ Access on September 2020.

[6] Oktavia C A 2019 Implementasi Chatbot Menggunakan Dialogflow dan Messenger Untuk Layanan Customer Service Pada E-Commerce JIMP Vol.4 No.3 Page 36-40.

[7] Pustejocsky J and Stubbs A 2013 Natural Language Machine Learning. United States of America: O'Reilly Media Inc.

[8] Rahayu D, Mukrodin dan Hariyono R C S 2020 Penerapan Artificial Intelligence Dalam Aplikasi Chatbot Sebagai Helpdesk Objek Wisata dengan Pemodelan Simple Reflex-Agent (Studi kasus: Desa Karangbenda) Smart Comp Vol.9 No.1 Page 7-21.

[9] Roger S and Pressman P 2010 Software Engineering. New York: The McGraw Hill Companies Inc.

[10]Rousan R M, Mohamed B. 2010. Customer Loyalty and the Impacts ofService Quality: The Case of Five Star Hotels in Jordan. Int. J. Hum. Soc.Sci. 886–892.

[11]Russel S and Norvig P 2010 Artificial Intelligence A Modern Approach Third Edition. New Jersey: Pearson Education, Inc.


Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 P D Larasati, A Irawan, S Anwar, M F Mulya, M A Dewi, I Nurfatima

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Applied Engineering and Technology
ISSN: 2829-4998
Email: aet@ascee.org | andri.pranolo.id@ieee.org
Published by: Association for Scientic Computing Electronics and Engineering (ASCEE)
Organized by: Association for Scientic Computing Electronics and Engineering (ASCEE), Universitas Negeri Malang, Universitas Ahmad Dahlan
View My Stats AET
Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.