Rana Ekakurnia Fathin, . (2025) IMPLEMENTASI CHATBOT UNTUK LAYANAN PELANGGAN PADA WEBSITE PT MEDIA TEKNOLOGI INFORMATIKA MENGGUNAKAN FRAMEWORK RASA OPEN SOURCE. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
In this digital era, companies are required to provide customer service that is fast, responsive, and effective, especially for those operating in the IT consulting sector. PT Media Teknologi Informatika (ID Link Media), as one of the IT consulting companies that offers various services such as hosting, email services, network and internet security, and application development, does not yet have a chatbot feature on its official website to support customer service. Considering the increasing number of internet users and the tendency to use services online, the presence of a chatbot becomes a relevant solution in providing initial responses to customer inquiries. This study aims to develop and implement a chatbot using the Rasa Open Source framework as a customer service tool on the PT Media Teknologi Informatika website in the form of a prototype. The main objective of this research is to create a chatbot that can provide accurate responses to customer questions and direct users to the appropriate services. The evaluation results show that the Rasa Open Source chatbot achieves an intent recognition accuracy of 94% and a response accuracy of 100% based on the identified intents. Furthermore, the functionality testing indicates that the chatbot system works as expected. It can be concluded that the chatbot built using the Rasa Open Source framework is capable of addressing FAQ issues and can recognize and respond to user questions accurately, appropriately, and relevantly.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: isi NIM Mahasiswa] [Pembimbing 1: Indra Permana Solihin, S.Kom.,M.Kom] [Pembimbing 2: Jayanta, S.Kom., M.Si] [Penguji 1: Bayu Hananto, S.Kom., M.Kom] [Penguji 2: I Wayan Rangga Pinastawa, M.Kom] |
| Uncontrolled Keywords: | Customer Service, Chatbot, Framework, Rasa Open Source. |
| Subjects: | T Technology > T Technology (General) |
| Divisions: | Fakultas Ilmu Komputer > Program Studi Informatika (S1) |
| Depositing User: | RANA EKAKURNIA FATHIN |
| Date Deposited: | 27 Jun 2025 02:39 |
| Last Modified: | 27 Jun 2025 02:40 |
| URI: | http://repository.upnvj.ac.id/id/eprint/37048 |
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