PERANCANGAN SISTEM CHATBOT PELACAKAN PESANAN BERBASIS WHATSAPP PADA PT DUTA LASERINDO METAL

• Main Author: Naufal Trias, Fathan
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/77800
• Institution: Institut Teknologi Bandung

The advancement of technology has driven the emergence of various new business models, as well as changes in consumer behavior and expectations that heighten the urgency for companies to undergo digital transformation to enhance the value creation process and meet consumer needs. One area that can be a focal point of digital transformation is improving customer experience, which refers to the customer's response to a company's offerings throughout the customer's purchasing journey. PT. Duta Laserindo Metal is an Indonesian company engaged in the fabrication and assembly of metal sheet components. As outlined in the company's vision, PT. Duta Laserindo Metal aims to enhance the quality of its customer experience, with one aspect being customer service. It was found that the most frequently asked question by customers pertains to the latest status of their ongoing orders. Therefore, the company is interested in lightening its workload while simultaneously improving the quality of customer experience by creating a chatbot system capable of providing order tracking functionality. This study focuses on designing a chatbot system for order tracking based on the WhatsApp application to enhance customer experience quality and company efficiency. Designing of this system is carried out using the Framework for the Application of Systems Thinking (FAST) methodology. It begins with the system design process which includes analyzing the existing conditions within the company and identifying system requirements. Following this, software selection is conducted that will be used to design the system. Subsequently, system design takes place that involves process modeling, data modeling, and user interface modeling. This research results in a chatbot system prototype that offers order tracking functionality. This design has been verified to meet the functional and non- functional requirements of the system and has been validated in accordance with the company's expectations. Consequently, it is anticipated that the outcomes of this system design will contribute to achieving the vision of PT. Duta Laserindo Metal.