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Nia Budi Puspitasari
Industrial Engineering Departement Diponegoro University Jl. Prof. Sudarto, SH Tembalang Semarang 50239 Telp. 0247460052
Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Mathematics Mechanical Engineering

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Journal : JURNAL SISTEM INFORMASI BISNIS

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Bot Innovation Realizing Service Excellence: Designing WhatsApp Chatbot as a Customer Service Solution Puspitasari, Nia Budi; Ginting, Asteria Noventi Ageta Br; Saribu, Aditya Agung F. Dolok
Jurnal Sistem Informasi Bisnis Vol 15, No 2 (2025): Volume 15 Number 2 Year 2025
Publisher : Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/vol15iss2pp221-229

Abstract

With the support of qualified employees, PT BPR PPK is a banking company that provides excellent customer service. According to interviews with Bank P employees and customers, customers are dissatisfied with the information they receive. Employees sometimes responded to customer inquiries about Bank P's products and banking within 1 to 2 weeks. Additionally, not everyone can access the website due to a lack of understanding of technology, particularly among older customers. As a result, customers require a more detailed, interactive, and easily accessible information system, mainly through integrating AI technology as a chatbot into the WhatsApp application. This research aims to make it easier for customers to access Bank P's banking information. The chatbot design employs the waterfall method, utilizing dialog flow tools and a decision tree chatbot type that aligns with the user's needs. According to black-box testing results, the chatbot system meets functional needs and follows the database. Meanwhile, the user satisfaction questionnaire yielded an average accuracy of 98.6%, demonstrating the chatbot's feasibility in providing customers with the necessary information. The chatbot system also received a positive response from users.
Co-Authors Abadan Magfira Abdurrobi Hanifa ABI HASBI ASSHIDIQI Adelia Chandradevi Adelia Chandradevi, Adelia Adinda Nurussakinah Aditya Dwi Rahmadi Aditya Hendra Aditya Wiratama Putra Afina Hasya Aimathin Diana Alfarel, Reihan Damario Ananda, Mikha Andini, Anggita Realiza Anindyanari, Odilia Sefi Annisa Maulidya ANNISA MAULIDYA Annisa Qisti Nurdinati Arianie, Ganesstri Padma Aries Susanty Arif Martanto Arif Martanto Ary Arvianto Arya Anantama R, Arya Anantama Audy Yumna Ardila Audy Yumna Ardila, Audy Yumna Avior Bagas E Avior Bagas Ertansyah Bambang Purwanggono BANGKIT RIZKY PRATOMO Banjarnahor, Agnes Claudia Cahya Farradita Sulistya Conni Valinda Conni Valinda, Conni Darminto Pujotomo Dausat, Muhammad Wahyu Ghuffara Jangka Dewi, Anggita Maya Dian Purnamasari Dian Ratnasari Diana Puspita Sari Dina Tauhida Dwi Rizkiyani Dyah Ika Rinawati Dyah Permata P Eldinda Sazida Permatasari Endah Kirana Farandy Anggarajati Darmawan Farisa Rima Sofiana Fauzan Karim Fajriansyah Febrina Ramadhona Ferastra, Kelvin Freddy Antonius Sihite Ginting, Asteria Noventi Ageta Br Hana Daryaningrum HANDOKO, AGIL Herry Suliantoro Heru Prastawa Hery Suliantoro Indratua Sinurat Kevin Kevin Khairunnisa Hanan Yancadianti Khairunnisa Hanan Yancadianti, Khairunnisa Hanan Kholisoh, Ina Nurul Laila Kusumawardhani Manindo Simanjuntak Mega Permata Sari Meisarah Sabrina Arifianty MOHAMMAD FAHD, MOHAMMAD Muhdam Azhar Ningtyas, Lintang Puspita Noor Arofah Alamiyah Novika Rahayu, Novika Nyimas Titiek Indriani Pertiwi, Yoana Ellen Petty Primatury Anjani Pungky Pramono, Susatyo Nugroho Widyo Prayudha Budi Hervino Raka Yogaswara Rani Rumita Retno Indriartiningtias Reynaldi, Prio Aji Rheza Arista Riandi Fauzan Riniwati Juliana Marbun Salsabila Amnes K.T Saribu, Aditya Agung F. Dolok Senja Puspita Sari Septian Adi Saputra Setiawan, Eric Priambodo Shelli Fardhiyah Sunny Singgih Saptadi Sulistya, Cahya Farradita Susatyo Nugroho W P Susatyo Nugroho W.P Tri Listyorini Trifandi Lasalewo Verra Erlianna Wibowo, Wisnu Mahendra Wiwik Budiawan Yusuf Kurniawan Wiguna Zainal Fanani Rosyada