Implementasi Cspintar.Id Sebagai Chatbot Customer Service Whatsapp Pada Inhilcargo
DOI:
https://doi.org/10.69693/ijmst.v4i3.12304Keywords:
CSPintar, knowlage base, kecerdasan buatanAbstract
Inhilcargo merupakan usaha jasa pengangkutan barang yang melayani pelanggan melalui WhatsApp secara manual, sehingga sering menghadapi keterlambatan respon, pertanyaan berulang, dan ketergantungan pada admin. Penelitian ini bertujuan mengimplementasikan sistem CSPintar sebagai platform chatbot customer service berbasis WhatsApp dan kecerdasan buatan pada Inhilcargo. CSPintar merupakan aplikasi web Software as a Service (SaaS) multi-tenant yang dikembangkan sendiri oleh penulis, dengan fitur manajemen device WhatsApp, konfigurasi AI, prompt, knowledge base, chatbot otomatis, dan riwayat percakapan. Pengembangan sistem menggunakan metode Waterfall yang meliputi analisis kebutuhan, perancangan, implementasi, dan pengujian. Chatbot memanfaatkan knowledge base dan prompt melalui pendekatan Retrieval-Augmented Generation (RAG) agar jawaban sesuai dengan informasi resmi Inhilcargo. Hasil pengujian menunjukkan seluruh fungsi sistem berjalan valid (black-box), tingkat kemudahan penggunaan tergolong sangat baik dengan skor System Usability Scale (SUS) sebesar 81,25, kualitas jawaban chatbot tergolong sangat baik dengan rata-rata 4,38, serta waktu respon chatbot jauh lebih cepat dibandingkan layanan manual. Dengan demikian, implementasi CSPintar dapat meningkatkan kecepatan, konsistensi, dan efisiensi layanan pelanggan Inhilcargo.
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