Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021)

<Previous Article In Volume
Next Article In Volume>

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

Authors
Yosi Afandi1, *, Maskur Maskur1, Abdul Waris1
1Business Administration Department, State Polytechnic of Malang, Malang, Indonesia
*Corresponding author. Email: yosi.afandi@polinema.ac.id
Corresponding Author
Yosi Afandi
Available Online 10 December 2022.
DOI
10.2991/978-94-6463-026-8_5How to use a DOI?
Keywords
Online store; Visitors; Artificial intelligence; Ontology; Semantic
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.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

<Previous Article In Volume
Next Article In Volume>
Volume Title
Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
10 December 2022
ISBN
10.2991/978-94-6463-026-8_5
ISSN
2352-5428
DOI
10.2991/978-94-6463-026-8_5How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Yosi Afandi
AU  - Maskur Maskur
AU  - Abdul Waris
PY  - 2022
DA  - 2022/12/10
TI  - Semantic-Based Chatbot Application Development to Improve Online Store User Service
BT  - Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021)
PB  - Atlantis Press
SP  - 35
EP  - 47
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-026-8_5
DO  - 10.2991/978-94-6463-026-8_5
ID  - Afandi2022
ER  -