Optimization of Information Services at Minangkabau International Airport Through the Design of WhatsApp Chatbot-Based E-Customer Service

Adamakna Septia Mahardika; Ahmad Bahrawi; Dewi Ratnasari; Lady Silk Moonlight

doi:10.20823/1eybj290

Authors

Adamakna Septia Mahardika Politeknik Penerbangan Surabaya Author
Ahmad Bahrawi Politeknik Penerbangan Surabaya Author
Dewi Ratnasari Politeknik Penerbangan Surabaya Author
Lady Silk Moonlight Politeknik Penerbangan Surabaya Author https://orcid.org/0000-0002-1285-7074

DOI:

https://doi.org/10.20823/1eybj290

Keywords:

Information Services, Airports, E-Customer Service, Technology, WhatsApp Chatbot

Abstract

Airports require fast and accurate information to provide passengers. To facilitate and expedite information delivery, the author proposes and development of an E-Customer Service using WhatsApp chatbot. This research aims to design a WhatsApp chatbot information service system at Minangkabau International Airport in Padang to provide fast, easy, efficient, and interactive responses for service users. This research utilizes Sugiyono's Level 1 Research and Development (R&D) method, which focuses on design without creating or testing the product. The author utilizes the WhatsApp platform and artificial intelligence (AI) technology through a no-code chatbot from Landbot. Information services at Minangkabau Airport lack two-way information technology, necessitating innovation. With this chatbot, Customer Service Officers can provide automated and rapid responses, thereby improving the efficiency and quality of customer service by providing instant answers.

Author Biography

Lady Silk Moonlight, Politeknik Penerbangan Surabaya

She was born in Surabaya, Indonesia, in 1987. She received a Bachelor of Engineering degree in Informatics Engineering from Trunojoyo University in 2009 and a Master of Engineering degree in Informatics from Bandung Institute of Technology (ITB) in 2013. Her research interests include information technology, artificial intelligence, information systems, computer science, digital image processing, and computer networks. She is a lecturer at D3 Aeronautical Communication, Politeknik Penerbangan Surabaya, Indonesia.

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