MEMBANGUN CHATBOT LAYANAN HELPDESK PERPAJAKAN KPP PRATAMA JAKARTA SETIABUDI SATU
DOI:
https://doi.org/10.46984/sebatik.v26i1.1916Keywords:
Chatbot, Helpdesk, Live Chat, Rad, Exact Match, Black BoxAbstract
Pelayanan helpdesk kepada wajib pajak di KPP Pratama Jakarta Setiabudi Satu dilakukan secara langsung tatap muka dan melalui live chat menggunakan aplikasi perpesanan WhatsApp. Untuk meningkatkan layanan helpdesk secara live chat, perlu alat bantu yang dapat menjawab pertanyaan yang sering ditanyakan wajib pajak secara cepat, tepat dan tanpa dibatasi jam kerja. Penelitian ini bertujuan merancang alat bantu berupa chatbot yang berjalan di aplikasi perpesanan WhatsApp. Chatbot dibangun dengan metode Rapid Application Development (RAD) melalui platform pengembangan tanpa koding. Aplikasi pembangun chatbot yang digunakan adalah Autoresponder for WhatsApp dan WhatAuto – Reply App yang tersedia di Google Playstore. Hasil pengujian fungsional (black box testing) menunjukkan chatbot yang dirancang dapat bekerja dengan baik dan merespon sesuai kata kunci yang ada dalam pangkalan data (data base).
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