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All Journal Jurnal Radioisotop dan Radiofarmaka Jurnal Khatulistiwa Informatika INTEGER: Journal of Information Technology Jurnal Teknologi Dan Sistem Informasi Bisnis JOURNAL OF INFORMATION SYSTEM MANAGEMENT (JOISM) Telcomatics Journal of Information System and Technology (JOINT)
Sabariman Sabariman
Pusat Pengembangan Radioisotop dan Radiofarmaka-BATAN, serpong.
Computer Science & IT Control & Systems Engineering Electrical & Electronics Engineering Medicine & Pharmacology

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Journal : INTEGER: Journal of Information Technology

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Development of an Integrated Chatbot on the Website Using IBM Watson Assistant Yulianto, Andik; Lau, Eric; Sabariman, Sabariman
INTEGER: Journal of Information Technology Vol 9, No 2 (2024): September
Publisher : Fakultas Teknologi Informasi Institut Teknologi Adhi Tama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31284/j.integer.2024.v9i2.6525

Abstract

This research develops an integrated chatbot using IBM Watson Assistant to improve customer interaction on the Martindo Fine Foods website. The main problem addressed is the inefficiency and inconsistency of customer service responses. Using the Waterfall method, the study followed five systematic stages: requirements analysis, design, implementation, verification, and maintenance. The chatbot, featuring a hybrid navigation system, was evaluated using comprehensive Blackbox testing across 12 scenarios. With an accuracy of 91.67%, 11 scenarios succeeded, while 1 scenario failed due to typographical errors. Over one week, the chatbot successfully handled 50 out of 51 interactions, the results show that the chatbot significantly enhances response speed and reduces unanswered messages.
Co-Authors Alexander Alexander, Alexander Andik Yulianto Andreas, Willy Celvin, Celvin Daya Agung Sarwono Dicky Tri Jatmoko Elvert Erlina Erlina Eryc, Eryc Francisco, Leo Haeruddin Haeruddin Julyanto, Julyanto Lau, Eric Lee, Deven Lie, Steven Mungkap Mangapul Siahaan Nimatul Mamuriyah Prasetyo, Stefanus Eko Puteri, Vier Adinda Rustandi, Jeffrey Saifudin Nafis Sak, Erwin Sama, Hendi Su, Vincent Syahputra, Bayu Trimurni Trimurni Zulkarnain Zulkarnain