Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Journal Digital Technology Trend
Muhamad Syarif Hidayatullah
Universitas Bina Darma
Computer Science & IT Decision Sciences, Operations Research & Management

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Chatbot Berbasis NLP dan Multinomial Naive Bayes untuk Otomatisasi Layanan RJ Visual Stories Muhamad Syarif Hidayatullah; Muhammad Izman Herdiansyah; Firamon Syakti; Ade Putra; Ahmad Syazili
Journal Digital Technology Trend Vol. 5 No. 2 (2026): December
Publisher : Yayasan Kawanad

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56347/jdtt.v5i2.457

Abstract

RJ Visual Stories faces delayed customer service due to manual handling of repetitive inquiries regarding packages, pricing, schedules, and portfolios. This study develops a conversational chatbot using Natural Language Processing (NLP) and the Multinomial Naive Bayes algorithm to provide automated customer support operating continuously (24/7). Using a Research and Development (R&D) method with a prototyping approach, the classification model was trained on 575 conversation samples across 15 intent categories utilizing TF-IDF (unigram-bigram) feature extraction. The model achieved 72.17% accuracy and a 71% weighted F1-score on the test set, with a stable average accuracy of 67.48% under 5-fold stratified cross-validation. Functional evaluation through black-box testing demonstrated a 100% success rate across 20 test scenarios. The developed system successfully automates customer inquiry handling, centralizes business information, and simplifies booking within a single chat interface, effectively eliminating administrative response delays and enhancing real-time customer engagement.
Co-Authors Ade Putra Ahmad Syazili Firamon Syakti Herdiansyah, M. Izman