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All Journal Humanika bit-Tech Jurnal Sistem Komputer & Kecerdasan Buatan JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH) Journal of Computer Networks, Architecture and High Performance Computing Journal of Artificial Intelligence and Digital Business JRIIN :Jurnal Riset Informatika dan Inovasi Buletin Ilmiah Ilmu Komputer dan Multimedia (BIIKMA) APPA : Jurnal Pengabdian Kepada Masyarakat
Handayani, Dede
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Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Social Sciences

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Journal : JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH)

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Implementasi Chatbot Berbasis Aturan untuk Layanan Customer Service E-commerce pada Platform WhatsApp Ibrahim, Surya Rizky Maulana; Handayani, Dede
Journal of Information System Research (JOSH) Vol 7 No 1 (2025): Oktober 2025
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josh.v7i1.8443

Abstract

The high intensity of repetitive questions regarding product information, order status, and store policies in e-commerce businesses creates an additional workload for customer service and delays responses to customers. This research aims to implement a rule-based chatbot on the WhatsApp platform to automate customer service. The method used is the Waterfall software engineering model with stages of needs analysis, design, implementation, testing, and evaluation. The chatbot was implemented using Python integrated with WhatsApp Business API utilizing quick reply features. Functional testing results on 100 question samples show 87% accuracy. Usability testing using the System Usability Scale (SUS) on 30 users yielded a score of 78.5 (category "Good"). These results indicate that the proposed solution is effective in handling routine inquiries and can reduce customer service operational burden by 40% based on response time measurements. The main limitation lies in handling complex questions that require real-time data checking from external inventory systems.
Co-Authors Adelia, Sabita Adi Saputra Alfarizki, Satria Anisah, Nur Apriyansyah, Muhamad Rafi Azis, Mohammad Aidul Dwi, Razkya Ekrinifda, Ardilla Erwanike A, Gustiga Ester, Ria Fahreza, Angga Faozi, Khanif Hidayah, Nasrul Hilmi Musyaffa, Muhammad Ibrahim, Surya Rizky Maulana Izza Rizwaan, Fadzle Muhammad Haikal Muhammad Rifqi Muhammad Vito Nugroho, Raden Nur Aedi Aripin, Krisna Nurhasanah, Nisa Alfi Rafli Alwaan, Muhammad Ramadhan, Muhammad Iqbal Rizky Ramadhan, Muhammad Rizqi Setiawan, Dafa Rofika, Firdha Supiyan, Dede Vindua, Raditia Yudistira