Bershca: bringing chatbot into hotel industry in Indonesia

Abstract

Adopting technology could give competitive advantage and positively impact the hotel’s profitability, thus hotels should keep up with the latest hotel technologies. An important part in the hotel services is the customer service. A problem with the human-to-human customer services today is a long time in answering customers query. On the other hand, nowadays customers need easy and effective services. Thus, a chatbot is required to answer consumers' issues automatically which leads to higher customer satisfaction and a growing profit. Because of the need and there is still an absence of chatbot for hotel industry in Indonesia, this study is conducted. The chatbot for hotel industry in Indonesia, named Bershca, has been successfully developed using artificial intelligence markup language (AIML) to construct the knowledge. Google Flutter is used for the system’s front-end, while Python is used for the back-end of the system. As a text-preprocessing method, Nazief-Adriani Algorithm is implemented in the system’s back-end. The system is evaluated using technology acceptance model (TAM). As a result, 85.7% of the respondents believe that using chatbot would enhance their job performance and 84.33% of the respondents believe that using the technology would be free of effort.