Development of NLP-Based Chatbot on rumahkini.com to Improve Client Services of PT. Rumah Masa Kini
Fairuz Elqi Mochammad, Indra Permana Solihin, Zatin Niqotaini · 2024
In this digital era, maintaining customer service quality and operational efficiency is crucial for companies to remain competitive. This study aims to design and develop a chatbot based on Natural Language Processing (NLP) on rumahkini.com to enhance the customer service of PT. Rumah Masa Kini. The development process includes NLP techniques such as tokenization, stemming, and bag of words for effective text data preprocessing and analysis. The chatbot is built using a deep learning model with a Feedforward Neural Network (FNN), implemented in a Flask backend, and integrated with a front-end interface based on HTML, CSS, and JavaScript. Testing results show that the model achieved an accuracy of 84%, with a 100% success rate for specified functionalities and 82.86% accuracy in responses. With the design of this chatbot, PT. Rumah Masa Kini can improve the efficiency and effectiveness of customer service by providing quick and accurate responses.