A Case Study: The Development of Chatbots System on Lean Thinking for Customer Service

Abstract

 The purposes of this research were 1) to develop a chatbot system on lean thinking for customer service, and, 2) to study satisfaction towards using a chatbot system on lean thinking for customer service. The sample group consisted of 9 people who used the data and 40 customers who came to use the automatic response system by convenience sampling. The research instruments included a chatbot system and a questionnaire on satisfaction towards using a chatbot system on lean thinking. Statistics used for data analysis included arithmetic mean and standard deviation.

The research results showed that 1) a chatbot system on lean thinking developed had 3 parts of information services: 1) crane design and installation part, 2) product ordering part, spare parts, and additional services, and 3) repair notification part. When evaluating the quality of a chatbot system on lean thinking for customer service, itould support the work with a good level of efficiency ( = 4.31, S.D. = 0.87), and 2) the customer's users of a chatbot system on lean thinking through the company's LINE application satisfaction achievement was at a high level. ( = 4.42, S.D. = 0.58)