Semantic-based Chatbot Application Development to Improve Online Store User Service Yosi Afandi (a*), Maskur (b), Abdul Waris (b)
Business Administration Dept.
State Polytechnic of Malang
Abstract
The use of chatbot applications for online business is very important because it has been widely used to improve services as customer service for online shop visitors in transacting. Conversations between prospective buyers and virtual customer service are carried out to obtain answers from the chatbot database, while those that are not found will add new knowledge by searching for information relevant to questions on the website. The online shop chatbot application used in the case study is batik which sells batik products typical of Malang. In a previous study, a Virtual Customer Service prototype was developed through the A.L.I.C.E (Artificial Internet Linguistic Computer Agency) knowledge base based on AIML (Artificial Intelligence Markup Language). By using a chatbot equipped with artificial intelligence, prospective buyers quickly obtain accurate answers about 87% of relevant questions and answers from the chatbot application, then this research was developed by adding semantics using ontologies to process questions that have a more specific meaning, obtaining an accuracy of about 92 % of relevant questions and answers.
