A study of requirements for the Development of an automatic complaint management and consultation system
Keywords:
data management, automated consultation, web application, online data collection, automated chat response systemAbstract
The complaint management system and automatic consultant will discuss the system's working system in the Web Application. Cloud system structure factory with annotation. Dashboard 5 of the Parliament, namely 1) Complaint receiving system. The reference has the following sub-components: 1.1) There is an explanation to search for complaints. 1.2) There is a complaint system. 1.3) The system has a complaint search system. 2) The advisory service system has the following sub-components: 2.1) There is an explanation/research process. Consulting 2.2) Consulting system 2.3) Consulting services are searched 3) Important information receiving system has the following sub-components: 3.1) There is an explanation of the main information receiving process 3.2) Information use system 4) The Chat Bot automation system has the following sub-components: 4.1) Chatbot AI has been developed with the LINE application for service users. 5) Tracking status display system. There are sub-components as follows: 5.1) for following up on complaints procedures. 5.2) for following up on advice and consultation procedures.
The results of the system need assessment from 45 respondents were divided into 2 groups: a group of 30 operators and a group of 15 internal auditors. In all 3 areas, it was found that the overall picture. There is a high level of demand (= 4.43). The most appropriate level (= 4.51) is the need to put the system into use to support the expected results. and is very appropriate (= 4.46) is the need for readiness of the environment for use, followed by (= 4.33) the needs of the system developed by the operating group have high levels of demand (= 4.31) and are very appropriate (= 4.37) in the side The need to deploy the system to support the expected results, followed by (= 4.33) the need for readiness of the environment for use, followed by (= 4.23) the need for the developed system. The internal auditor group has the highest level of need (= 4.68) and the most appropriate level (= 4.78), namely the need to put the system into use to support the expected results. with ( =4.72) as the need for the readiness of the environment for use, followed by (= 4.53) as the need for the developed system.
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