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All Journal JIEET (Journal of Information Engineering and Educational Technology) Journal of Informatics and Computer Science (JINACS) Jurnal Ilmu Ekonomi, Pendidikan dan Teknik (IDENTIK) Journal of Emerging Information Systems and Business Intelligence (JEISBI)
Dwi Fatrianto Suyatno
Universitas Negeri Surabaya
Religion Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Languange, Linguistic, Communication & Media Library & Information Science

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Rancang Bangun Aplikasi Omnichannel Untuk Customer Service Menggunakan Metode Decision Tree Sebagai Strategi Klasifikasi Kategori (Studi Kasus: Bisnis Naskine) Lenida Nathania Ivana Sitorus; Dwi Fatrianto Suyatno
Jurnal Ilmu Ekonomi, Pendidikan dan Teknik Vol. 3 No. 4 (2026): IDENTIK - Juli
Publisher : CV. SINAR HOWUHOWU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70134/identik.v3i4.1689

Abstract

Naskine customer service experiences difficulties in managing customer messages received through multiple communication channels, particularly WhatsApp and Instagram. The high volume of recurring customer inquiries and the limited capacity of admins to respond often result in delayed response times. This study aims to design and develop an omnichannel customer service application that integrates WhatsApp and Instagram into a single platform while automating the handling of frequently asked questions (FAQs). The Decision Tree method is applied to guide conversation flows based on predefined categories, enabling customers to obtain relevant information according to their needs. The application was developed using the Prototyping model with an iterative approach. The results indicate that the system improves the efficiency of customer service interactions through automated FAQ responses for recurring inquiries and structured message handling. The implementation of the system enhances response efficiency and allows admins to focus on conversations that require direct handling. The developed system can improve service quality and optimize customer service management.
Rancang Bangun Chatbot Berbasis Kecerdasan Buatan Terintegrasi Untuk Otomatisasi Layanan Pelanggan Melalui Platform Pesan Singkat Pada Bisnis Xyz Irza Maulana Ramadhan; Dwi Fatrianto Suyatno
Jurnal Ilmu Ekonomi, Pendidikan dan Teknik Vol. 3 No. 4 (2026): IDENTIK - Juli
Publisher : CV. SINAR HOWUHOWU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70134/identik.v3i4.1697

Abstract

Customer service through WhatsApp is widely used by small and medium-sized businesses. However, manual customer service often leads to slow response times, repetitive interactions, limited operating hours, and difficulties in managing customer data and transactions. This study aims to design and develop an artificial intelligence-based chatbot integrated with a web dashboard to automate customer service for Business XYZ. The system was developed using the Agile Development methodology consisting of planning, design, development, testing, deployment, and review stages. The implementation integrates WhatsApp, React.js, Node.js, Supabase, OpenAI, Biteship API, and QRIS Dynamic payment services into a centralized platform. The chatbot is capable of providing product information, processing orders, calculating shipping costs, handling payments, tracking order status, and performing automated customer follow-up. System functionality was evaluated using Black-Box Testing, and all major features operated according to the expected results. The developed system successfully improves customer service automation while providing an integrated platform for managing products, customers, and transactions.
Analisis Dan Rencana Perbaikan Proses Administrasi Operasional Menggunakan Business Process Model And Notation (Bpmn) Dengan Metode Business Process Improvement (Bpi) Nabila Nuriyatul A’ini; Dwi Fatrianto Suyatno
Jurnal Ilmu Ekonomi, Pendidikan dan Teknik Vol. 3 No. 5 (2026): IDENTIK - September
Publisher : CV. SINAR HOWUHOWU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70134/identik.v3i5.1746

Abstract

PT Sinar Harapan Mapan Santosa (SHMS) is a manpower outsourcing services provider managing approximately 200 to 250 daily workers. The current operational administration workflow (As-Is model) at PT SHMS faces conventional procedural obstacles, such as manual applicant data retrieval on HRD spreadsheets and parallel double-validation attendance between daily manual sheets and fingerprint machines. These upstream bottlenecks trigger excessive financial rework and delay the dispatch of hardcopy billing documents out of town, so that Service Purchase Order (SPO) issuance from the client's headquarters in Jakarta is delayed by 1 to 2 weeks, disrupting the company's operational cash flow. This study analyzes the root causes of these administrative issues and designs an improved workflow using Business Process Model and Notation (BPMN) combined with the Business Process Improvement (BPI) framework. This descriptive qualitative study evaluates data from 6 key process owners across core divisions through field observation, in-depth interviews, and time-analysis simulation in Bizagi Modeler. Root causes are dissected using the Ishikawa Diagram (Fishbone 4M+1E) and Non-Value-Added Analysis. The proposed workflow (To-Be Model) applies Harrington’s Streamlining Tools, comprising Simple Automated Systems via a cloud database, Bureaucracy Elimination and Error Proofing by removing manual paper attendance sheets, and a Paperless Environment alongside Bureaucracy Reduction through digital billing documents (e-documents). The simulation results indicate a significant reduction in average cycle time across all five administrative sub-processes: Sub-process 1 (Labor Request) was reduced to 2 hours 5 minutes (a 63.8% reduction); Sub-process 2 (Recruitment and Placement) to 6 hours 15 minutes (an 82.9% reduction); Sub-process 3 (Operational Coordination & Attendance) to 1 day 1 hour 46 minutes (a 75.2% reduction); Sub-process 4 (Labor Payroll) to 3 hours 23 minutes (a 91.6% reduction); and Sub-process 5 (Billing and Payment) to 8 days 1 hour 6 minutes (a 46.9% reduction). This upstream acceleration expedites the external bureaucratic verification of SPO issuance from Jakarta, thereby securing the company’s operational cash flow stability.
Co-Authors Afiana Yusita Agus Prihanto Andi Iwan Nurhidayat Andi Nurhidayat Asmunin Asmunin Daryl Mardhikasiandi Emireza Emireza Irza Maulana Ramadhan Jales Febri Kusuma Kennesty Ayustia Darmawan Laura Naily Tsabita Lenida Nathania Ivana Sitorus Nabila Nuriyatul A’ini Nasywa Putri Nataliza