ANALISIS DAN PENERAPAN FITUR CHATBOT LAYANAN ADMINISTRASI MENGGUNAKAN DIALOGFLOW BERDASARKAN CONCEPTUAL MODEL OF CUSTOMER KNOWLEDGE MANAGEMENT (STUDI KASUS FAKULTAS ILMU KOMPUTER UNSRI)

ANNISA, TIARA and Indah, Dwi Rosa (2024) ANALISIS DAN PENERAPAN FITUR CHATBOT LAYANAN ADMINISTRASI MENGGUNAKAN DIALOGFLOW BERDASARKAN CONCEPTUAL MODEL OF CUSTOMER KNOWLEDGE MANAGEMENT (STUDI KASUS FAKULTAS ILMU KOMPUTER UNSRI). Undergraduate thesis, Sriwijaya University.

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Abstract

Technology is considered to significantly influence and transform various sectors of life, including the field of education. Currently, there are many innovations that change the way things work in the education sector, especially in seeking, receiving, and managing knowledge interactions. The Faculty of Computer Science at the University of Sriwijaya has an administrative service unified in the Integrated Service Center (Pusat Pelayanan Terpadu or PPT) used by the academic community to access administrative services within the Faculty. However, the reality is that the dissemination of information related to these administrative services is still very limited. About 68.8% of students and alumni find it difficult to obtain information regarding administrative services, and only 54.2% of respondents are aware of the PPT. In addressing this issue, it is highly possible to access information in a new way, namely by using a chatbot. To effectively solve the problem, its development requires the implementation of the Customer knowledge management (CKM) method, which is a collaboration between the Customer relationship management (CRM) phase and Knowledge management (KM) processes. The CKM method will determine the features that will be used in the chatbot based on the CRM phase and KM processes. The chatbot will be built using the Dialogflow platform and integrated into the Faculty of Computer Science website and Telegram application. Based on Beta Testing with 20 respondents, the results showed an 83% success rate, indicating that the chatbot is capable of answering questions related to administrative services. This demonstrates that the chatbot is suitable for use.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Layanan Administrasi Kampus, Customer Knowledge Management (CKM), Chatbot.
Subjects: T Technology > T Technology (General) > T1-995 Technology (General)
T Technology > T Technology (General) > T10.5-11.9 Communication of technical information
T Technology > T Technology (General) > T58.5-58.64 Information technology > T58.5 General works Management information systems Cf. HD30.213 Industrial management Cf. HF5549.5.C6+ Communication in personnel management Cf. TS158.6 Automatic data collection systems (Production control)
T Technology > T Technology (General) > T59.5 Automation
Divisions: 09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User: Tiara Annisa
Date Deposited: 22 Jan 2024 09:01
Last Modified: 22 Jan 2024 09:01
URI: http://repository.unsri.ac.id/id/eprint/139278

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