Chatbot Platform Selection in Marketplace with AHP-TOPSIS: a Case Study in Indonesia

Armand Omar Moeis

doi:10.46254/AF03.20220293

Chatbot Platform Selection in Marketplace with AHP-TOPSIS: a Case Study in Indonesia

Armand Omar Moeis

Department of Industrial Engineering

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

A chatbot is the most recent application which can optimize service distribution to the customer by minimizing the communication with live human agents in the first level. Chatbot’s conversation could be applied via text or text-to-speech or voice. The marketplace growth itself is mounting in past years. The main purpose of this paper is to consider the best chatbot platform using Analytic Hierarchy Process (AHP) combined with Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) methods for the marketplace in Indonesia. Thus, the marketplace could gain a competitive advantage and achieve customer satisfaction with responsive service delivery supported by a selected chatbot platform.

Original language	English
Title of host publication	3rd African International Conference on Industrial Engineering and Operations Management
Publisher	IEOM Society International
ISBN (Print)	978-1-7923-9157-6
DOIs	https://doi.org/10.46254/AF03.20220293
Publication status	Published - 7 Apr 2022

Keywords

Chatbot
Platform
Marketplace
Natural Language Processing
AHP

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10.46254/AF03.20220293

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title = "Chatbot Platform Selection in Marketplace with AHP-TOPSIS: a Case Study in Indonesia",

abstract = "A chatbot is the most recent application which can optimize service distribution to the customer by minimizing the communication with live human agents in the first level. Chatbot{\textquoteright}s conversation could be applied via text or text-to-speech or voice. The marketplace growth itself is mounting in past years. The main purpose of this paper is to consider the best chatbot platform using Analytic Hierarchy Process (AHP) combined with Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) methods for the marketplace in Indonesia. Thus, the marketplace could gain a competitive advantage and achieve customer satisfaction with responsive service delivery supported by a selected chatbot platform.",

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AB - A chatbot is the most recent application which can optimize service distribution to the customer by minimizing the communication with live human agents in the first level. Chatbot’s conversation could be applied via text or text-to-speech or voice. The marketplace growth itself is mounting in past years. The main purpose of this paper is to consider the best chatbot platform using Analytic Hierarchy Process (AHP) combined with Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) methods for the marketplace in Indonesia. Thus, the marketplace could gain a competitive advantage and achieve customer satisfaction with responsive service delivery supported by a selected chatbot platform.

KW - Chatbot

KW - Platform

KW - Marketplace

KW - Natural Language Processing

KW - AHP

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M3 - Conference contribution

SN - 978-1-7923-9157-6

BT - 3rd African International Conference on Industrial Engineering and Operations Management

PB - IEOM Society International

ER -

Chatbot Platform Selection in Marketplace with AHP-TOPSIS: a Case Study in Indonesia

Abstract

Keywords

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