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All Journal Journal of Multimedia Trend and Technology
Futikhat Salsabila
Universitas Amikom Purwokerto
Arts Computer Science & IT Education Languange, Linguistic, Communication & Media

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Implementing an AI Agent Chatbot to Improve Service Effectiveness in Mobile Phone Spare Parts and Service Stores Futikhat Salsabila; Irfan Santiko
Journal of Multimedia Trend and Technology Vol. 4 No. 1 (2025): Journal of Multimedia Trend and Technology
Publisher : Universitas Amikom Purwokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35671/jmtt.v4i1.88

Abstract

The development of digital technology encourages MSMEs to shift to automated service systems to increase efficiency. This study aims to develop a WhatsApp-based AI agent chatbot to improve the effectiveness of customer service at the Citra Karya Gemilang Store, especially in handling spare part stock information and cellphone service consultations. This study uses the Software Development Life Cycle (SDLC) Waterfall model with the stages of requirements analysis, system design, implementation, testing, and maintenance. The system was developed by integrating the WAHA API Gateway as a WhatsApp connector, n8n Workflow Automation as a conversation flow manager, Gemini AI as an artificial intelligence engine that understands message context, and Google Sheets as a dynamic database that stores product and service information in real-time. The implementation results show that the chatbot is able to provide a fast response 24 hours a day. Based on User Acceptance Testing (UAT) of 20 respondents, the system obtained a satisfaction level of 92% (Very Satisfied).
Co-Authors Irfan Santiko