Continued Development of NLP Technology

Oct 13, 2025 by wbrum.org 5 views

Languange Processing Natural Implementation of Telkomsel Customer Satisfaction in Medan City

Introduction

In today's digital era, customer satisfaction has become a crucial factor in determining the success of any business. With the increasing use of smartphones and internet access, customers expect responsive and fast services. One of the ways to achieve this is through the implementation of natural language processing (NLP) technology, which enables businesses to provide personalized and interactive experiences to their customers. This study aims to investigate the relationship between the use of chatbots as virtual customer service with Telkomsel customer satisfaction in Medan City.

Background

Telkomsel, one of the largest telecommunications companies in Indonesia, has been using chatbots as virtual customer service to provide satisfaction to its customers. The chatbot, named Veronika, is a natural form of language processing that is designed to understand communication between humans and computers. Veronika is a new technology tool that is able to provide satisfaction to customers in a way similar to customer service directly. The use of Veronika chatbot as Telkomsel's virtual customer service is a manifestation of this concept, where artificial intelligence technology (AI) is integrated in a digital customer service network.

Methodology

This study uses correlational quantitative methods that focus on data analysis obtained through questionnaires and literature studies. The sample taken consisted of 100 respondents who were Telkomsel users and had used the Veronika service at least once. Data analysis techniques used include single table analysis, cross table analysis, and hypothesis testing using the Spearman correlation test.

Results

The results of the hypothesis testing in this study showed a value of 0.00 <0.05, which means that the two variables have an influence on each other, with a correlation coefficient value of 0.867. This shows that the relationship between the use of Veronika chatbot and Telkomsel's customer satisfaction is very strong.

Additional Analysis and Explanation

Natural Language Processing (NLP) implementation through the use of Veronika chatbot is very relevant to the needs of customers in the current digital era. With the increasing use of smartphones and internet access, customers expect responsive and fast services. The presence of chatbots such as Veronika not only increases efficiency in providing services, but also offers a satisfying interactive experience.

Adoption of AI technology in customer service allows Telkomsel to answer general questions, overcome technical problems, and provide information related to products quickly. This of course contributes to increasing customer satisfaction, because they don't need to wait long to get the answers they need.

In addition, Veronika has the ability to process and analyze data from previous interactions, so as to provide more appropriate and personal recommendations for each customer. This is a significant advanced step in creating better customer experience, where their needs and preferences are considered.

Conclusion

In conclusion, the implementation of natural language processing through Veronika chatbot in Telkomsel is not just a technology innovation, but is also a strategic effort to increase customer satisfaction in the midst of increasingly fierce industrial competition. The results of this study show that the use of Veronika chatbot has a very strong relationship with Telkomsel's customer satisfaction. Therefore, it is recommended that Telkomsel continues to develop and improve its NLP technology to provide better customer experience.

Recommendations

Based on the findings of this study, the following recommendations are made:

Continued Development of NLP Technology: Telkomsel should continue to develop and improve its NLP technology to provide better customer experience.
Increased Adoption of AI Technology: Telkomsel should increase its adoption of AI technology in customer service to provide more efficient and personalized services.
Improved Data Analysis: Telkomsel should improve its data analysis capabilities to provide more accurate and relevant recommendations to its customers.

Limitations

This study has several limitations that should be noted. Firstly, the sample size of 100 respondents may not be representative of the entire population of Telkomsel customers. Secondly, the study only focused on the use of Veronika chatbot and did not consider other factors that may influence customer satisfaction. Finally, the study only used a correlational design and did not establish causality between the use of Veronika chatbot and customer satisfaction.

Future Research Directions

Future research should aim to address the limitations of this study. For example, a larger sample size could be used to increase the representativeness of the study. Additionally, other factors that may influence customer satisfaction could be considered. Furthermore, a more robust design, such as an experimental design, could be used to establish causality between the use of Veronika chatbot and customer satisfaction.

Conclusion

In conclusion, this study has shown that the implementation of natural language processing through Veronika chatbot in Telkomsel has a very strong relationship with customer satisfaction. The results of this study have important implications for businesses that aim to provide better customer experience in the digital era.
Frequently Asked Questions (FAQs) about Natural Language Processing Implementation of Telkomsel Customer Satisfaction in Medan City

Q: What is Natural Language Processing (NLP)?

A: Natural Language Processing (NLP) is a subfield of artificial intelligence (AI) that deals with the interaction between computers and humans in natural language. It is a technology that enables computers to understand, interpret, and generate human language.

Q: What is the purpose of this study?

A: The purpose of this study is to investigate the relationship between the use of chatbots as virtual customer service with Telkomsel customer satisfaction in Medan City.

Q: What is Veronika chatbot?

A: Veronika is a chatbot that is used by Telkomsel as a virtual customer service. It is a natural form of language processing that is designed to understand communication between humans and computers.

Q: What are the benefits of using Veronika chatbot?

A: The benefits of using Veronika chatbot include increased efficiency in providing services, a satisfying interactive experience, and the ability to answer general questions, overcome technical problems, and provide information related to products quickly.

Q: How does Veronika chatbot process and analyze data?

A: Veronika chatbot has the ability to process and analyze data from previous interactions, so as to provide more appropriate and personal recommendations for each customer.

Q: What is the correlation coefficient value of 0.867?

A: The correlation coefficient value of 0.867 indicates that the relationship between the use of Veronika chatbot and Telkomsel's customer satisfaction is very strong.

Q: What are the limitations of this study?

A: The limitations of this study include a sample size of 100 respondents, which may not be representative of the entire population of Telkomsel customers, and the study only focused on the use of Veronika chatbot and did not consider other factors that may influence customer satisfaction.

Q: What are the recommendations for future research?

A: The recommendations for future research include increasing the sample size, considering other factors that may influence customer satisfaction, and using a more robust design, such as an experimental design, to establish causality between the use of Veronika chatbot and customer satisfaction.

Q: What are the implications of this study for businesses?

A: The implications of this study for businesses are that the implementation of natural language processing through chatbots can lead to increased customer satisfaction and loyalty.

Q: What are the future directions for this research?

A: The future directions for this research include exploring the use of other NLP technologies, such as machine learning and deep learning, and investigating the impact of NLP on customer satisfaction in other industries.

Q: What are the potential applications of this research?

A: The potential applications of this research include improving customer service, increasing customer satisfaction, and reducing the cost of customer service.

Q: What are the potential benefits of this research?

A: The potential benefits of this research include improved customer experience, increased customer loyalty, and reduced customer churn.

Q: What are the potential challenges of this research?

A: The potential challenges of this research include the complexity of NLP technology, the need for large amounts of data, and the potential for bias in the data.

Q: What are the potential future developments in this area?

A: The potential future developments in this area include the use of more advanced NLP technologies, such as machine learning and deep learning, and the integration of NLP with other technologies, such as the Internet of Things (IoT).