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

Dana Indra Sensuse, Venniesa Dhevanty, Ernestina Rahmanasari, Desy Permatasari, Bimo Eka Putra, Jonathan Sofian Lusa, Muhammad Misbah, Pudy Prima

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

3 Citations (Scopus)

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.

Original languageEnglish
Title of host publication2019 11th International Conference on Information Technology and Electrical Engineering, ICITEE 2019
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781728140551
DOIs
Publication statusPublished - Oct 2019
Event11th International Conference on Information Technology and Electrical Engineering, ICITEE 2019 - Pattaya, Thailand
Duration: 10 Oct 201911 Oct 2019

Publication series

Name2019 11th International Conference on Information Technology and Electrical Engineering, ICITEE 2019

Conference

Conference11th International Conference on Information Technology and Electrical Engineering, ICITEE 2019
CountryThailand
CityPattaya
Period10/10/1911/10/19

Keywords

  • chatbot
  • delone mclean
  • knowledge application

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