DEVELOPMENT OF AN AUTOMATED RESPONSE-BASED CONSULTATION SYSTEM FOR SALES SUPPORT

Abstract

Business operations today are increasingly complex and competitive, particularly in the areas of information services and customer responsiveness. Artificial intelligence and chatbot technologies have been introduced to enhance communication efficiency and sales support, serving as key approaches to improving service quality and organizational credibility. This research aims to develop a sales support and consultation system using automated response technology for the lightning protection equipment business. The objective is to improve the efficiency of information delivery, consultation, and customer service in products that are specialized and technically complex. The research process includes designing and developing a prototype system, testing it with the target group, and evaluating its performance and user satisfaction. The findings reveal that the automated response system achieved a high accuracy rate of 97% in answering user inquiries. Moreover, most sales personnel expressed strong satisfaction and highly positive attitudes toward adopting the system. The results indicate that automated response technology can be effectively applied to the lightning protection equipment business and has potential for further adaptation in other SME sectors that require technical consultation and sales support systems in the future.