dc.description.abstract | In the world of Customer Service/Customer Experience with Chatbot technology, the use of
metrics is required for industry to measure if the technology used is improved performance or
regressive. In this thesis, we use 3 key metrics, Customer Satisfaction Score, Bot Accuracy,
and Journey Completion Rate, to measure the proposal flows. Researchers have 3 flows to be
measured which include Frequent Questions Asked (FAQs) for CSAT, Live Agent for Journey
Completion Rate, and Ticketing Flow for Bot Accuracy. Each flow requires a different
approach and method as solutions which encompass the Natural Language Processing (NLP)
and categorization for FAQs, the use of memory and database for Live Agent, and the
automatic fetching user personal information data to the ticket details and the use of memory
in the database for Ticketing flow. As the result, we found that 4 commerce industries show
progressive results which happen to achieve the minimum to maximum's percentage
respectively as follows 71.81% and 96.74% for the CSAT, 83.48% and 98.98% for the Bot
Accuracy, 79.91% and 97.71% for the Journey Completion Rate. Hence, these methods are
concluded to be successful after having shown the improvement from the existing
percentages and evaluated by the 3 metrics, CSAT, Bot Accuracy, and Journey Completion
Rate. | en_US |