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All Journal Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen
Zain Ahmad Taufik
Unknown Affiliation
Computer Science & IT Decision Sciences, Operations Research & Management Engineering

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Implementation of the Conversational Hybrid Design Model to Improve Usability in the FAQ Supriyanto; Ika Arfiani; Zain Ahmad Taufik
Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Vol 6 No 3 (2022): Juni 2022
Publisher : Ikatan Ahli Informatika Indonesia (IAII)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (363.414 KB) | DOI: 10.29207/resti.v6i3.3816

Abstract

FAQ is an important part of a system because it is used to make it easier for users to solve problems faced by users. Some FAQ systems have even started using Chatbot technology to make it easier for users. Chatbots have been widely used as a medium for services in almost all fields. Starting from marketing, service systems, education, health, culture and entertainment. Various types of chatbots have sprung up, ranging from text-based like short messaging applications to voice-based ones. However, not all forms of chatbot designs have been successfully implemented in the FAQ system. Adjustments need to be made, especially considering the persona of the user. This research provides a solution by implementing a hybrid conversational design. Hybrid conversation design is accomplished by incorporating text, voice, and buttons into the chatbot interface. Conversation activities with this hybrid interface provide keywords that users may search for in the form of buttons. The hybrid design of the FAQ Chatbot is proven to be able to improve user usability compared to full text chatbots and full text FAQs. The increase in user usability is measured using UEQ, the results of which show an increase in usability from all existing aspects. However, the implementation of this hybrid design also has the consequence that the conversation management system must have structured initial information.
Implementasi Chatbot untuk Layanan Frequently Asked Question Akademik dengan Penggunaan Dialogflow Zain Ahmad Taufik; Supriyanto, Supriyanto
Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen Vol 13 No 1 (2023): Maret 2023
Publisher : STMIK Palangkaraya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33020/saintekom.v13i1.337

Abstract

Academic Frequently Asked Questions (FAQ) service is a service designed to answer academic questions that are often asked by students. A survey conducted on April 12, 2022, to 33 students of the Ahmad Dahlan University Informatics study program showed that 39.4% of students rarely open the FAQ menu on the portal application. Students more often ask questions to administrators and lecturers, but 30.3% of students receive answers that last more than 10 minutes. Chatbot is an artificial intelligence system used to interact with users in real-time to provide information. The use of dialog flow in the system helps manage information and can provide an answer quickly and precisely to users. This research uses the waterfall method, which is a simple classic model with a linear flow system. The User Experience Questionnaire (UEQ) survey results get a score of 1,536 for attractiveness, 1,714 for clarity, 1,375 for efficiency, 1,357 for fixity, 1,536 for stimulation, and 0.964 for novelty. Based on these results, it shows that the application level is above average on the UEQ scale.
Co-Authors Ika Arfiani Supriyanto Supriyanto Supriyanto