Conference Proceedings

Ninth International Conference on Advances in Computing, Communication and Information Technology CCIT - 2019

Smart Customer Care using AI-Based Approach

Author(s) : PASAPITCH CHUJAI, WIROOT KLAKHAENG

Abstract

Artificial Intelligence is getting as smart as human and it is capable of replacing humans in many fields, for example, in medical and in education fields or in business. One of the reasons to use AI was for customers service and care. In this study, the researcher has developed a simulation program Chatbot to assist the authorities on the fishing license, by collecting some samples and information from a helpdesk center. The researcher then used this data to analyze and design responding format of the program, which was developed by Dialogflow and Python. Program efficiency and users satisfaction can be examined through an evaluation form, with is classified into five rating scales with two points of view: program design and use as well as program response and accuracy. The program design and use are focused on efficiency, feature and process, chat design and reliable analysis. The results of the program design and use can be explained as follows: practical delivery was 4.35 in rating scales, while the program design and use were less. Chat feature was 3.55, while the overall satisfaction was 3.88, while the most satisfying result of answer and accuracy was its question repeating. Satisfaction in terms of the edited issue was 4.75, while the satisfaction regarding the answers and accuracy was at the lowest scale, 3.6 in the rating scale, with the same result regarding the capacity of the program to respond towards users. The overall satisfaction upon the answer and accuracy was 4.05, the result of both issues genuinely explains the satisfaction regarding the program design and use, focused on their feature and process, chat design and authentic delivery. Regarding the program design and use, since according to the study the answer and accuracy were 3.9, the researcher reached the conclusion that the program still needs better development in order to work more efficiently on both aspects, program design, and efficiency as well as to minimize errors as much as possible.

Conference Title : Ninth International Conference on Advances in Computing, Communication and Information Technology CCIT - 2019
Conference Date(s) : 07-08, December 2019
Place : Hotel Novotel Roma Eur, Rome, Italy
No fo Author(s) : 2
DOI : 10.15224/978-1-63248-181-8-11
Page(s) : 68-73
Electronic ISBN : 978-1-63248-181-8
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