Chatbot PTIPD Customer Care Center Service using Dialogfow

Abstract

Chatbot research is a unique innovation in the development of Artificial Intelli- gence and has promising prospects in the field of Education. One form of information service available at the university is the Customer Care Center (C3) PTIPD UIN Suska Riau, which is responsible for handling problems submitted by students. However, with so many questions or problems submitted to the PTIPD Customer Care Center, it is difficult for the PTIPD Cus- tomer Care Center to respond to student questions submitted, the service becomes ineffective and the response to the answers to the problems submitted becomes late. To overcome this problem, chatbot development was carried out for PTIPD UIN Suska Riau Customer Care Center Services using Dialogflow to improve services and overcome existing problems. Di- alogflow as conversation development platform that uses natural language processing (NLP) to understand and interpret user intent in conversations. Through User Acceptance Test (UAT) testing, the chatbot managed to achieve an acceptance rate of 84% overall. This shows that users, in this case, students respond positively to the use of chatbots in PTIPD Customer Care Center services. In addition, Usability Testing was also conducted to evaluate the level of usability of the chatbot. Based on this test, the chatbot achieved a score of 76, which indicates a good level of usability in interaction with users. The test results illustrate that the chatbot at the Customer Care Center PTIPD UIN Suska Riau has provided a positive user experience.