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All Journal IAES International Journal of Artificial Intelligence (IJ-AI) Jurnal Teknik ITS IPTEK Journal of Proceedings Series IPTEK The Journal for Technology and Science Semantik Jurnal Buana Informatika TELKOMNIKA (Telecommunication Computing Electronics and Control) JUTI: Jurnal Ilmiah Teknologi Informasi Jurnal Ilmiah Kursor Scan : Jurnal Teknologi Informasi dan Komunikasi Jurnal EECCIS Jurnal Teknologi Informasi dan Ilmu Komputer Jurnal Edukasi dan Penelitian Informatika (JEPIN) Infotech Journal Register: Jurnal Ilmiah Teknologi Sistem Informasi Jurnal Inspiration KLIK (Kumpulan jurnaL Ilmu Komputer) (e-Journal) JOIV : International Journal on Informatics Visualization Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control JURNAL TEKNIK INFORMATIKA DAN SISTEM INFORMASI Jurnal ULTIMA InfoSys SISFO Jurnal Nasional Pendidikan Teknik Informatika (JANAPATI) PINISI Discretion Review Jurnal Rekayasa Industri (JRI) Teknika Journal La Multiapp JEEE-U (Journal of Electrical and Electronic Engineering-UMSIDA) Journal of Technology and Informatics (JoTI) Melek IT: Information Technology Journal Jurnal Nasional Teknik Elektro dan Teknologi Informasi Sewagati Bulletin of Social Informatics Theory and Application Scientific Journal of Informatics
Umi Laili Yuhana
Departemen Teknik Informatika, Fakultas Teknologi Elektro Dan Informatika Cerdas, Institut Teknologi Sepuluh Nopember Surabaya
Aerospace Engineering Arts Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mechanical Engineering Public Health Social Sciences Other

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Journal : journal of technology and informatics joti

 1 
Exploring the Application of Machine Learning for Automatic Inbound Email Classification in CRM System at XYZ Company Lukman Arif Sanjani; Bimo Mandala Putra, Raden; Laili Yuhana, Umi
Journal of Technology and Informatics (JoTI) Vol. 6 No. 1 (2024): Vol. 6 No.1 (2024)
Publisher : Universitas Dinamika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37802/joti.v6i1.715

Abstract

Customer service has become increasingly crucial in today's business landscape, necessitating companies to provide fast, responsive, and personalized assistance to their clientele. However, amidst the challenges posed by surges in email volume, manual categorization and response strategies often lead to performance declines. To address this, we propose a system leveraging Machine Learning techniques for automated email classification. Our evaluation reveals promising results, with SVM achieving the highest accuracy of 96.59%, followed by XGB (96.02%) and RF (95.27%). These models exhibit commendable precision, recall, F1 scores, and Matthews Correlation Coefficient (MCC), showcasing their effectiveness in improving customer service efficiency and responsiveness. This integration of technology not only enhances operational efficiency but also fosters harmonious customer relationships, ultimately leading to increased loyalty and profitability for companies.
Co-Authors Achmad Affandi Agung Prasetya Ahmad Budi Kurniawan Ahmad Nur Hidayat Akbar Noto Ponco Bimantoro Akbar, Rizky Januar Ali Sofyan Kholimi Amelia Devi Putri Ariyanto Amirullah, Afif Andhik Ampuh Yunanto Andi Besse Firdausiah Anisah Herdiyanti Apriyanto, I Nengah Putra Ariatama, Ilham Putra Arief Rahman Ary Mazharuddin Shiddiqi As'ad Arismadhani Ayu Purwarianti Azzmi. H., M. Naufal ‘Azizah, Lutfiyatul Badrudin, Arif Balqis Hidayat, Sultana Bambang Setiawan Bimo Mandala Putra, Raden Buliali, Joko Lianto Chastine Fatichah Daniel Oranova Daniel Oranova Siahaan Daniel Siahaan Darlis Herumurti Denni Aldi Ramadhani Denni Aldi Ramadhani Denni Aldi Ramadhani Denni Aldi Ramadhani Diana Purwitasari Diana Purwitasari Donny Fitrado Dwi Sunaryono Dwi Sunaryono Eka Alifia Kusnanti Eko M. Yuniarno Eko Mulyanto Yuniarno Esti Yuniar Fadilla Sukma Alfiani Faizah Alkaff Fanji Hastomo Febri Fernanda Gultom, Rudy Agus Gemilang Habibi, Ahmad Faqih Hadziq Fabroyir Hanim Maria Astuti Hazna At Thooriqoh Hersyaputra, Mohamad Syazimmi Hervit Ananta Vidada Hidayat, Taufik I Gusti Lanang Agung Oka Cahyadi Pradipta Ilham, Karina Fitriwulandari Imam Kuswardayan Imamah Imamah Irnayanti Dwi Kusuma Jaya, Muhammad Triyanda Taruna Kadek Anggrian Mahendra Putra Kurniawan, Adi Lailatul Hidayah Lailatul Husniah Lauretha Devi Fajar Vantie Lesmideyarti, Dwi Lukman Arif Sanjani Mamluatul Hani’ah Mauridhi Hery Purnomo Muhamad Fauzi Muhammad Alfian Muhammad Alfian, Muhammad Muhammad Bahauddin Alfan Muhammad Faisal Fanani Muhammad Najib Muhammad Zain Fawwaz Nuruddin Siswantoro Nawang Sulistyani Nisa, Maidina Choirun Nugroho, Supeno Mardi S. Nuralamsyah, Bintang Oranova, Daniel Puspitaningrum, Ari Cahaya Putu Yuwono Kusmawan Ratnasari, Fitria Dwi Resky Ayu Dewi Talasari Rizal Setya Perdana Rizky Januar Akbar Rizqa Raaiqa Bintana Rully Agus Hendrawan Rully Soelaiman Sally Indah Khansa Sally Indah Khansa Santi Tiodora Sianturi Santoso, Bagus Jati Saptarini, Istiningdyah Sari Sahadi, Fitria Vera Sartana, Bruri Trya Sarwosri Sarwosri Sarwosri Sarwosri, - Setiawan, Wahyu Fajar Siska Arifiani Siswahyudianto Siti Rochimah Sjahrunnisa, Anita Sumantri, Siswo Hadi Supeno Mardi S. Nugroho Supeno Mardi Susiki Nugroho, Supeno Mardi Suyadi Suyadi Tiara Nur Annisa Toshihiro Kita Wighneswara, Alifiannisa Alyahasna Yasinta Romadhona Yogi Kurniaawan Yogi Kurniaawan, Yogi Yuniarno, Eko M.