Cheerbot: A Customer Service AI Chatbot for Foam-Pom Pangasinan

Businesses are using digital channels to accommodate customer inquiries. However, customers still complain about long response times or worse, the lack of it. Customers of Foam-Pom Pangasinan usually encounter problems in inquiry and customer service response. This study aims to identify and analyze the design elements, features, architectural model, and usability of the AI chatbot application for the business. The different features for the User and Admin were created that involved the Product List, Schedule Appointment, AI Chatbot, and Feedback. The chatbot architectural model implemented was a retrieval-based model to successfully answer the user's inquiries regarding Foam-Pom. This allows the application to retrieve the most appropriate response to a conversational input from a whole pool of candidate responses. The chatbot was trained to rank the best response from the set of predefined responses through the use of Dialogflow as an engine. The researchers utilized USE Questionnaires for the preliminary testing of 130 respondents from which it received an above-average score and garnered positive perception from the customers. Further studies can: a) create a dynamic application with more design features, b) add more regional dialects, c) add voice generated response and speech-to-text transcription, d) create the system using other architectural models, and e) test the system on a larger number of respondents.