Primary supervisor
Derry WijayaThe integration of chatbots into customer service operations has undergone a transformative shift across diverse industries, becoming essential instruments for delivering assistance and personalized interactions. This development, spurred by the requirement for efficient, scalable, and 24/7 available customer service solutions, has become notable in various sectors, from retail to healthcare. In the electricity services sector, especially in Indonesia, electricity is not just a service but a vital necessity that needs to be available 24/7 to ensure the functioning of various aspects of daily life. Many aspects of life depend on the availability of electricity. This is where the role of customer service becomes crucial as a bridge to fulfill the needs of customers. One common example is reporting power outages. With the presence of customer service, it can help expedite the handling of electrical disruptions. This raises concerns for the efficiency and responsiveness of customer service in addressing these critical issues. This research project specifically addresses the enhancement of chatbot capabilities within the electricity services sector, drawing insights from various studies.