DEVELOPMENT OF A CUSTOMER SERVICE CHATBOT PROTOTYPE FOR A PRINTED CLOTHING BUSINESS

Abstract

This study aimed to 1) develop a prototype customer service chatbot for the custom-printed clothing business, 2) evaluate its efficiency, and 3) investigate customer satisfaction. The participants were 100 customers, selected through convenience sampling from those who were available and willing to participate. Research instruments included the chatbot prototype, an expert evaluation form, and a customer satisfaction questionnaire. The prototype was developed based on the Design Thinking Model, and the data were analyzed using the arithmetic mean and standard deviation. The results indicated that 1) the prototype, developed on Dialog flow and the LINE Official Account with Google Sheets as a data storage system, met user requirements; 2) its efficiency was rated at a high level; and 3) customer satisfaction with the chatbot was also rated at a high level.