Implementation of Whatsapp Chatbot for Consumer Complaints (Case Study: PT. Kipa Teknologi Indonesia)

The problem currently being experienced by PT Kipa Teknologi Indonesia is that in whatsapp online business activities are often used for customer service purposes due to the large number of customers, it is often difficult for customer service admins to answer one by one messages from customers and again business activities that require customer service to be online for 24 hours make companies often divide customer service admin time into 3 or 4 shifts every day which of course will make the company spend a lot of resources and time. The solution to these problems is one of them with the implementation of chatbot as a digital service in customer service itself is expected to save operational costs, 24-hour customer service and increase interaction with customers who are more proactive so as to cause customer loyalty retention. This research applies SWOT analysis to find out the shortcomings of the existing system. The system design uses UML diagrams and the application of the SDLC method. This system is built in the form of a website with a MongoDb database. The results of customer satisfaction testing using the Weighted Average Factor (WAF) method show a value of 9.8684 which means it falls into the Very Satisfied criteria. The whatsapp chatbot application system for the website-based consumer complaint process with the mongoDb database server has been successfully carried out, so that it can produce chat automation, automatic replies and can serve consumers in a timely manner or real time and the process is in accordance with expectations and improves company performance to be effective and efficient.