Chatbot helpdesk design for digital customer service

P. D. Larasati, A. Irawan, S. Anwar, M. F. Mulya, M. A. Dewi, I. Nurfatima
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Abstract

A chatbot is a computer program based on AI (Artificial Intelligence), namely virtual robots that simulate conversations like humans. Customer service (CS) is one of the many parts of a company that will directly contact customers. Therefore CS is expected to be able to provide fast and appropriate responses to customer complaints and needs. Using AI technology, Chatbot can help or replace customer service duties because it can provide information and help customers' constraints precisely and quickly. A chatbot is currently widely used by middle and upper companies. H3I is a kind of Chatbot that serving all loyal customers and can be implemented in various messenger platforms such as WhatsApp, Line, and others. For gathering the information, the authors use interview, observation, literature study. Moreover, the Prototype model is used for the development of Chatbot. The result was made a Chatbot for WhatsApp that can be used for customer service.
数字客户服务的聊天机器人帮助台设计
聊天机器人是一种基于AI(人工智能)的计算机程序,即模拟人类对话的虚拟机器人。客户服务(CS)是公司直接与客户接触的众多部门之一。因此,CS预计能够提供快速和适当的响应客户的投诉和需求。使用人工智能技术,聊天机器人可以帮助或取代客户服务职责,因为它可以准确快速地提供信息并帮助客户解决限制。聊天机器人目前被中高层企业广泛使用。H3I是一种服务于所有忠实客户的聊天机器人,可以在WhatsApp, Line等各种messenger平台上实现。为了收集资料,作者采用了访谈法、观察法、文献研究法。并将原型模型用于聊天机器人的开发。其结果是为WhatsApp制作了一个聊天机器人,可以用于客户服务。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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