作为知识应用的聊天机器人评价:以PT ABC为例

2019 11th International Conference on Information Technology and Electrical Engineering (ICITEE) Pub Date : 2019-10-01 DOI:10.1109/ICITEED.2019.8929967

D. I. Sensuse, Venniesa Dhevanty, Ernestina Rahmanasari, D. Permatasari, Bimo Eka Putra, Jonathan Sofian Lusa, M. Misbah, P. Prima

{"title":"作为知识应用的聊天机器人评价:以PT ABC为例","authors":"D. I. Sensuse, Venniesa Dhevanty, Ernestina Rahmanasari, D. Permatasari, Bimo Eka Putra, Jonathan Sofian Lusa, M. Misbah, P. Prima","doi":"10.1109/ICITEED.2019.8929967","DOIUrl":null,"url":null,"abstract":"ELISA chatbot acts as an automated answering machine to users' problem in PT ABC. Implemented in May 2018, it succeeded to provide a faster response time than offline customer service. However, it still has issues in delivering accurate and appropriate responses. One of the reasons is the lack of system control and evaluation. This paper aims to evaluate how ELISA chatbot, as a knowledge application, benefits the company using DeLone & McLean model of information system as a reference. A survey was conducted, and SEM-PLS was utilized to process the data. The result shows that information quality, service quality, and intention to use significantly affect user satisfaction in ELISA. Suggestions for ELISA improvement includes machine learning technology utilization and nonfunctional improvements.","PeriodicalId":6598,"journal":{"name":"2019 11th International Conference on Information Technology and Electrical Engineering (ICITEE)","volume":"16 1","pages":"1-6"},"PeriodicalIF":0.0000,"publicationDate":"2019-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"7","resultStr":"{\"title\":\"Chatbot Evaluation as Knowledge Application: a Case Study of PT ABC\",\"authors\":\"D. I. Sensuse, Venniesa Dhevanty, Ernestina Rahmanasari, D. Permatasari, Bimo Eka Putra, Jonathan Sofian Lusa, M. Misbah, P. Prima\",\"doi\":\"10.1109/ICITEED.2019.8929967\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"ELISA chatbot acts as an automated answering machine to users' problem in PT ABC. Implemented in May 2018, it succeeded to provide a faster response time than offline customer service. However, it still has issues in delivering accurate and appropriate responses. One of the reasons is the lack of system control and evaluation. This paper aims to evaluate how ELISA chatbot, as a knowledge application, benefits the company using DeLone & McLean model of information system as a reference. A survey was conducted, and SEM-PLS was utilized to process the data. The result shows that information quality, service quality, and intention to use significantly affect user satisfaction in ELISA. Suggestions for ELISA improvement includes machine learning technology utilization and nonfunctional improvements.\",\"PeriodicalId\":6598,\"journal\":{\"name\":\"2019 11th International Conference on Information Technology and Electrical Engineering (ICITEE)\",\"volume\":\"16 1\",\"pages\":\"1-6\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2019-10-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"7\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"2019 11th International Conference on Information Technology and Electrical Engineering (ICITEE)\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1109/ICITEED.2019.8929967\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"2019 11th International Conference on Information Technology and Electrical Engineering (ICITEE)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/ICITEED.2019.8929967","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}

引用次数: 7

摘要

ELISA聊天机器人在PT ABC中充当用户问题的自动答录机。它于2018年5月实施，成功地提供了比线下客户服务更快的响应时间。然而，它在提供准确和适当的回应方面仍然存在问题。其中一个原因是缺乏系统的控制和评价。本文旨在以DeLone & McLean信息系统模型为参考，评估ELISA聊天机器人作为一种知识应用对企业的效益。进行了一次调查，并使用SEM-PLS对数据进行处理。结果表明，信息质量、服务质量和使用意愿对ELISA的用户满意度有显著影响。改进ELISA的建议包括利用机器学习技术和非功能改进。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

Chatbot Evaluation as Knowledge Application: a Case Study of PT ABC

ELISA chatbot acts as an automated answering machine to users' problem in PT ABC. Implemented in May 2018, it succeeded to provide a faster response time than offline customer service. However, it still has issues in delivering accurate and appropriate responses. One of the reasons is the lack of system control and evaluation. This paper aims to evaluate how ELISA chatbot, as a knowledge application, benefits the company using DeLone & McLean model of information system as a reference. A survey was conducted, and SEM-PLS was utilized to process the data. The result shows that information quality, service quality, and intention to use significantly affect user satisfaction in ELISA. Suggestions for ELISA improvement includes machine learning technology utilization and nonfunctional improvements.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

来源期刊

2019 11th International Conference on Information Technology and Electrical Engineering (ICITEE)

自引率

0.00%

发文量