Semantic-Based Chatbot Application Development to Improve Online Store User Service

Yosi Afandi (), Maskur Maskur and Abdul Waris
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Yosi Afandi: State Polytechnic of Malang, Business Administration Department
Maskur Maskur: State Polytechnic of Malang, Business Administration Department
Abdul Waris: State Polytechnic of Malang, Business Administration Department

A chapter in Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021), 2023, pp 35-47 from Springer

Abstract: Abstract The use of chatbot applications as virtual customer service can help potential online store visitors before making transactions due to time constraints in serving customers, ordinary humans cannot answer questions or serve customer requests at any time. Prospective visitors can communicate with the seller about the product to be purchased with virtual customer service. This technology is very supportive to answer various types of questions or problems faced by customers quickly and accurately. Chatbot application developed through A.L.I.C.E (Artificial Internet Linguistic Computer Agency) knowledge based on AIML (Artificial Intelligence Markup Language) equipped with artificial intelligence using a semantic-based ontology. The online shop chatbot application used in this research is batik cloth that sells Malang batik products because the demand for batik from Malang is very high and there are no online stores that provide services by utilizing virtual customer service (chatbot). The development of a chatbot equipped with semantics uses an ontology to process questions that have a more specific meaning, obtaining an accuracy of about 92% from 15 types of relevant questions and answers, then 10 questions answered according to frequently asked questions developed by potential buyers. The use of semantics using ontologies in virtual customer service applications (chatbots) helps in answering questions that have the same word or meaning so as to produce answers that match the question.

Keywords: Online store; Visitors; Artificial intelligence; Ontology; Semantic (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-94-6463-026-8_5

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