Academic Customer Service Chatbot Development using TelegramBot API

Abstract

The growth of social media pushes every company, even academic institutions to own more than 1 official social media account, which requires more resources, especially in the Customer Service department. One of the ways to avoid this is by using chatbot, as it can increase cost-efficiency while also giving good responses while interacting with the consumers. The chatbot created in this study is developed using Telegram API and webhook method. Other than that, Telegram Bot is used to exchange messages with the users (in this case, the students), higher education institution administrator, and the chatbot. Simple testing shows that all chatbot's functions run well.