3rd African International Conference on Industrial Engineering and Operations Management

Chatbot Platform Selection in Marketplace with AHP-TOPSIS : A Case Study in Indonesia

Desi Triyana & Armand Omar Moeis
Publisher: IEOM Society International
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Track: Engineering Management
Abstract

A chatbot is the most recent application which can optimize service distribution to the customer by minimizing the communication with live human agents in the first level. Chatbot’s conversation could be applied via text or text-to-speech or voice. The marketplace growth itself is mounting in past years. The main purpose of this paper is to consider the best chatbot platform using Analytic Hierarchy Process (AHP) combined with Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) methods for the marketplace in Indonesia. Thus, the marketplace could gain a competitive advantage and achieve customer satisfaction with responsive service delivery supported by a selected chatbot platform.

Published in: 3rd African International Conference on Industrial Engineering and Operations Management, Nsukka, Nigeria

Publisher: IEOM Society International
Date of Conference: April 5-7, 2022

ISBN: 978-1-7923-9157-6
ISSN/E-ISSN: 2169-8767