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

Abstract

The purposes of this research were 1) develop a chatbots system on lean thinking and 2) to investigate satisfaction with the use of a chatbots system on lean thinking for customer service. The sample group consisted of 40 customers who were willing to use a chatbots system on lean thinking by convenience sampling. The research instruments included a chatbots system and a questionnaire on satisfaction with the use of a chatbots system on lean thinking. Statistics used for data analysis included arithmetic mean and standard deviation.

The research results show that 1) a chatbots system on lean thinking developed has 3 parts of information services, consisting of: 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 chatbots system on lean thinking for customer service, it can support the work with a good level of efficiency and 2) the customers users of a chatbots system on lean thinking through the company's LINE application satisfaction achievement is at highly level .