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All Journal JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH) JUTECH : Journal Education and Technology
Ibrahim, Surya Rizky Maulana
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Computer Science & IT Decision Sciences, Operations Research & Management Education Languange, Linguistic, Communication & Media Other

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Implementasi Chatbot Berbasis Aturan untuk Layanan Customer Service E-commerce pada Platform WhatsApp Ibrahim, Surya Rizky Maulana; Handayani, Dede
Journal of Information System Research (JOSH) Vol 7 No 1 (2025): Oktober 2025
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josh.v7i1.8443

Abstract

The high intensity of repetitive questions regarding product information, order status, and store policies in e-commerce businesses creates an additional workload for customer service and delays responses to customers. This research aims to implement a rule-based chatbot on the WhatsApp platform to automate customer service. The method used is the Waterfall software engineering model with stages of needs analysis, design, implementation, testing, and evaluation. The chatbot was implemented using Python integrated with WhatsApp Business API utilizing quick reply features. Functional testing results on 100 question samples show 87% accuracy. Usability testing using the System Usability Scale (SUS) on 30 users yielded a score of 78.5 (category "Good"). These results indicate that the proposed solution is effective in handling routine inquiries and can reduce customer service operational burden by 40% based on response time measurements. The main limitation lies in handling complex questions that require real-time data checking from external inventory systems.
ANALISIS META-SINTESIS DAMPAK ARTIFICIAL INTELEGENCE TERHADAP PERFORMA AKADEMIK DI ERA DIGITAL Fahlapi, Fasha; Syafitri, Khairunnisa; Ibrahim, Surya Rizky Maulana; Ilham, Farizi
JUTECH : Journal Education and Technology Vol 5, No 2 (2024): JUTECH DESEMBER
Publisher : STKIP Persada Khatulistiwa Sintang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31932/jutech.v5i2.4352

Abstract

Artificial Intelligence (AI) offers innovative solutions to improve the quality of teaching and learning, providing significant benefits to students and educators. This research aims to analyse the potential and challenges of implementing generative AI in education in the digital era using a qualitative meta-synthesis approach. Data from previous literature shows that generative AI can increase personalisation of learning by 30%, reduce administrative burden by 40%, and improve academic outcomes by 20%. However, challenges such as data privacy risks, technology dependency, and digital access gaps remain major obstacles. The results of this study recommend the integration of generative AI into education through classroom learning of AI use, discussions between educators and students, and limits on technology use. At the curriculum and policy level, adaptive and inclusive strategies are needed to adjust to technological developments. In addition, this research proposes government policies that support the adoption of AI in education and provides practical guidelines for responsible implementation. Further research is expected to empirically analyse the adoption process and measure the readiness and perception of stakeholders in Indonesia. With the right approach, generative AI can become a valuable learning tool, sustainably transforming modern education.
Co-Authors Fahlapi, Fasha Handayani, Dede Ilham, Farizi Syafitri, Khairunnisa