Implementation of Chatbot Customer Service Features on Pt Dian Prima Jayaraya Using Dialogflow

Abstract

The customer service team functions to accommodate questions and answer questions experienced by application users. There are times when the number of questions that are accommodated is so large that the existing customer service team does not handle them. Ignored or unanswered questions can reduce customer satisfaction levels. For this reason, we need a system that can help automate customer service activities so as to avoid unanswered customer questions. A chatbot is a service powered by a set of rules and sometimes artificial intelligence, which interacts with users via a chat interface. Chatbot will be built within the iOS prototype application and will use the Natural Language Processing (NLP) platform, Dialogflow. This platform will later process and scan every question given by the customer so that by implementing this feature the customer service team can work more effectively because some of the manual activities have been automated. The results of this study are that the chatbot system created can reduce the frequency of questions by Solo application users by up to 92.82%. Thus, it is hoped that the customer service team can work more effectively and strategically, and can increase customer satisfaction.

Evolving Conversations: A Review of Chatbots and Implications in Natural Language Processing for Cultural Heritage Ecosystems

“…Modern company with chatbots has altered customer service and communication [198]. Customers can directly query the chatbot [4] and obtain an accurate response [2], improving service [3]. For example, the implementation of a chatbot on Sephora Virtual Artist that allows consumers to try on virtual makeup and get individual product recommendations [3], the bot significantly increases online purchases and customer interactions.…”

“…One of the main reasons for creating chatbots is to support organizations and businesses, in this case customer service [1] chatbots commonly used in industries such as e-commerce, telecommunications, and banking. They help customers by answering questions with chatbot helpdesk [2], service quality [3], service answer [4], solving problems [5], and providing support services [6]. They can handle tasks such as tracking orders, resetting passwords, and answering frequently asked questions.…”