TY - GEN
T1 - Chatbot Evaluation as Knowledge Application
T2 - 11th International Conference on Information Technology and Electrical Engineering, ICITEE 2019
AU - Sensuse, Dana Indra
AU - Dhevanty, Venniesa
AU - Rahmanasari, Ernestina
AU - Permatasari, Desy
AU - Putra, Bimo Eka
AU - Lusa, Jonathan Sofian
AU - Misbah, Muhammad
AU - Prima, Pudy
PY - 2019/10
Y1 - 2019/10
N2 - 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.
AB - 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.
KW - chatbot
KW - delone mclean
KW - knowledge application
UR - http://www.scopus.com/inward/record.url?scp=85077953672&partnerID=8YFLogxK
U2 - 10.1109/ICITEED.2019.8929967
DO - 10.1109/ICITEED.2019.8929967
M3 - Conference contribution
T3 - 2019 11th International Conference on Information Technology and Electrical Engineering, ICITEE 2019
BT - 2019 11th International Conference on Information Technology and Electrical Engineering, ICITEE 2019
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 10 October 2019 through 11 October 2019
ER -