VERONIKA, CUSTOMER EXPERIENCE, CUSTOMER JOURNEY MAP, MOMENT OF TRUTH, KANO, USER INTERFACE DESIGN, OPTIMASI KAPASITAS DATABASE

• Main Author: Adinda, Rachmasari
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/49313
• Institution: Institut Teknologi Bandung

Artificial intelligence has a profound impact on change for customers. One artificial intelligence technology that is currently often found is the chatbot. The chatbot is a digital service that can be used by chatting. By using a chatbot, customer service can be more efficient because chatbot can answer simple questions given by customers. As for the results of the preliminary study, it was found that there were still problems with each of the stakeholders, namely the company that developed chatbot, the company that became a chatbot client, and the customers who consumed chatbot. It is known that based on the classification of experience type attributes there is an accumulation of the greatest number of problems in the 'sense of fulfillment' which means to fulfill customer needs while using services. Therefore, researchers conducted a proposed design of the customer experience on a chatbot to meet customer needs. Furthermore, Veronika Telkomsel was chosen as a case study in this research. In this study, researchers verified persona, compiled customer experience scenarios, mapped customer journey maps, identified moment of truth, identified priority moment of truth attributes. The priority identifications of moment of truth attributes are done by identifying the moment of truth attributes by using the Kano category and identifying potential problems from internal parties. Next, the priority ranking sequences were made for the moment of truth attributes based on interviews with internal company parties. Furthermore, the analysis of the proposed design of solutions to improve customer experience on chatbot is done on one attribute of moment of truth that is chosen and is considered to have a high level of urgency. The proposed solutions for the user interface design for setting the Veronika language type and optimizing Veronika database capacity.