Layanan pelanggan berbasis Natural Language Processing melalui chatbot pada aplikasi pesan

Ricky Herman Ardiansyah; Aditya Galih Sulaksono

doi:10.26905/jisad.v1i1.9858

Layanan pelanggan berbasis Natural Language Processing melalui chatbot pada aplikasi pesan

Ricky Herman Ardiansyah, Aditya Galih Sulaksono

Abstract

The form of service to customers in an appropriate, fast and easy way is the main thing that every business actor needs to pay attention to. Including how to communicate with customers virtually through messaging applications. With the sophistication of information technology, it can be used to create new opportunities for business actors. One of them is Natural Language Processing or NLP technology which allows machine interaction with human natural language. This study aims to provide messaging services to customers effectively and efficiently. Implementation is done by using a chatbot on the messaging application. Chatbot is designed to be able to respond to customer messages automatically and in real-time by implementing the NLP method. Based on the observations made, it is known that the three categories of questions most frequently asked by customers are location, price list, and pick-up service. The results of the study show that chatbots created using natural language can be easily understood and used by customers. Business actors are also facilitated because they no longer need to reply to customer messages one by one, so that service to customers becomes more responsive and optimal.

Keywords

customer service; natural language; chatbot

Full Text:

PDF

References

M. R. Alfares, L. Fimawahib, and E. Riskigmailcom, “( Studi Kasus Dinas Perumahan Dan Kawasan Permukiman Rokan Hulu ),” vol. 9, no. 1, pp. 28–34, 2023.

S. Pusat, I. Calon, M. Baru, and D. I. U. Nasional, “RANCANG BANGUN CHATBOT BERBASIS RULE-BASED,” 2023.

S. H. Bariyah and K. A. N. Imania, “Pengembangan Virtual Assistant Chatbot Berbasis Whatsapp Pada Pusat Layanan Informasi Mahasiswa Institut Pendidikan Indonesia - Garut,” J. Petik, vol. 8, no. 1, pp. 66–79, 2022, doi: 10.31980/jpetik.v8i1.1575.

M. Sidik, B. Gunawan, and D. Anggraini, “Pembuatan Aplikasi Chatbot Kolektor dengan Metode Extreme Programming dan Strategi Forward Chaining,” J. Teknol. Inf. dan Ilmu Komput., vol. 8, no. 2, p. 293, 2021, doi: 10.25126/jtiik.2021824298.

A. Nugroho, D. P. Adi, and A. B. Gumelar, “Chatbot Untuk Customer Service Berbasis Teks dan Suara pada Sistem Manajemen Pemesanan (OMS) Menggunakan Platform Android,” J. Repos., vol. 2, no. 6, p. 683, 2020, doi: 10.22219/repositor.v2i6.939.

A. A. Chandra, V. Nathaniel, F. R. Satura, F. Dharma Adhinata, and P. Studi, “Pengembangan Chatbot Informasi Mahasiswa Berbasis Telegram dengan Metode Natural Language Processing,” J. ICTEE, vol. 3, no. 1, pp. 20–27, 2022.

N. Y. N. Pratama and F. Y. Al Irsyadi, “Perancangan Chatbot Islami untuk Aplikasi ChatAja,” Emit. J. Tek. Elektro, vol. 21, no. 1, pp. 64–71, 2021, doi: 10.23917/emitor.v21i1.12123.

D. Fajar Ramadhan, S. Noertjahjono, and J. Dedy Irawan, “Penerapan Chatbot Auto Reply Pada Whatsapp Sebagai Pusat Informasi Praktikum Menggunakan Artificial Intelligence Markup Language,” JATI (Jurnal Mhs. Tek. Inform., vol. 4, no. 1, pp. 198–205, 2020, doi: 10.36040/jati.v4i1.2375.

A. L. Maitri and J. Sutopo, “Rancangan Bangun Chatbot Sebagai Pusat Informasi Lembaga Kursus Dan Pelatihan Menggunakan Pendekatan Natural Language Processing,” Eprints.Uty.Ac.Id, pp. 1–9, 2019, [Online]. Available: http://eprints.uty.ac.id/

A. Y. Chandra, D. Kurniawan, and R. Musa, “Perancangan Chatbot Menggunakan Dialogflow Natural Language Processing (Studi Kasus: Sistem Pemesanan pada Coffee Shop),” J. Media Inform. Budidarma, vol. 4, no. 1, p. 208, 2020, doi: 10.30865/mib.v4i1.1505.

Dinar Nur Safitri and Muhammad Imron Rosadi, “Rancang Bangun Penyedia Layanan Informasi Pelayanan Masyarakat Kantor Kecamatan Pandaan Menggunakan Chatbot,” J. Comput. Sci. Vis. Commun. Des., vol. 6, no. 2, pp. 74–83, 2021, doi: 10.55732/jikdiskomvis.v6i2.427.

D. I. Rumah, S. Mata, and Y. A. P. Yogyakarta, “Aplikasi Autoresponder Wa Untuk Layanan Pendaftaran,” p. 115, 2021.

D. S. Hormansyah and Y. P. Utama, “Aplikasi Chatbot Berbasis Web Pada Sistem Informasi Layanan Publik Kesehatan Di Malang Dengan Menggunakan Metode Tf-Idf,” J. Inform. Polinema, vol. 4, no. 3, p. 224, 2018, doi: 10.33795/jip.v4i3.211.

E. Larasati Amalia and D. Wahyu Wibowo, “Rancang Bangun Chatbot Untuk Meningkatkan Performa Bisnis,” J. Ilm. Teknol. Inf. Asia, vol. 13, no. 2, pp. 137–142, 2019.

H. W. T. A. E. D. Mayatopani, “Peran Ketua Rt Dalam Edukasi Warga Melalui Transformasi Digital Pandemi Covid-19 Menggunakan Chatbot,” KOCENIN Ser. Konf., vol. 1, no. 1, pp. 1–7, 2020.

DOI: https://doi.org/10.26905/jisad.v1i1.9858