Improving Back-End Services for Community Enterprise Through using Thai Chatbot

Abstract

Nowadays, chatbots are widely used in business and marketing. Especially in the front-end of application is used to the automated customer response service. This research presents Thai chatbot that helps increase the efficiency of usage for community enterprise entrepreneurs. This system focusing on back-end services such as payment status, product delivery, and product sales information. It can help entrepreneurs to inquire or check their selling information through a Thai chatbot using ontology technology to help identify messages from users and matching the results from the developed web services. It can classify the Thai words or messages from users say and respond to the relevant back-end services to the user with an efficiency value of over 90%. As a result of black box testing, Thai chatbot had the highest effectiveness in improving the back-end service for community enterprise entrepreneurs.