implementing indonesian language chatbot - SGU Repository

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FOR E-COMMERCE SITE USING

ARTIFICIAL INTELLIGENCE MARKUP LANGUAGE (AIML)

By

Stefanus Ardhito Prasetya 12111020

BACHELOR’S DEGREE in

INFORMATION TECHNOLOGY

FACULTY OF ENGINEERING AND INFORMATION TECHNOLOGY

SWISS GERMAN UNIVERSITY EduTown BSD City

Tangerang 15339 Indonesia

August 2015

Revision after the Thesis Defense on 10^th August 2015

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Stefanus Ardhito Prasetya STATEMENT BY THE AUTHOR

I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.

Stefanus Ardhito Prasetya

____________________________________________

Student Date

Approved by:

Alva Erwin, ST., M.Sc., MTI

____________________________________________

Thesis Advisor Date

Dr. Maulahikmah Galinium S.Kom. , M.Sc.

____________________________________________

Thesis Co-Advisor Date

Ir. Gembong Baskoro

____________________________________________

Dean

Date

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SITE USING ARTIFICIAL INTELLIGENCE MARKUP LANGUAGE (AIML) Page 3 of 64

Stefanus Ardhito Prasetya ABSTRACT

IMPLEMENTING INDONESIAN LANGUAGE CHATBOT FOR E-COMMERCE SITE USING ARTIFICIAL INTELLIGENCE MARKUP LANGUAGE (AIML)

By

Alva Erwin, ST., M.Sc., MTI , Advisor

Dr. Maulahikmah Galinium S.Kom. , M.Sc. , Co-Advisor

SWISS GERMAN UNIVERSITY

E-Commerce becomes one of hits in online world nowadays. People are tending to buy things online. Some sites are providing the chatting with their contact person to get in touch with customer every time. Using Chatbot can up for 24 hours every day as long as the server is on. It can help customer to know more about product.

Furthermore customers get information that being asked. This Chatbot is built using Artificial Intelligence Markup Language (AIML) and Pandorabots as the interpreter.

This research aiming to found right AIML interpreter that can be used in Indonesian language E-Commerce website. By holding experiment with respondent, Author can measure accuracy the result shows the Chatbot need improvement. Chatbot knowledge pattern matching rules should be enriched. Also questions that customers input, help Author to construct rules.

Keywords: Chatbot, AIML, Natural Language Processing, Pandorabots, E- Commerce,

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Stefanus Ardhito Prasetya DEDICATION

I dedicate this work to Author’s family who always support me through my entire life.

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Stefanus Ardhito Prasetya ACKNOWLEDGEMENTS

I would like to thank God for His blessing. Also I wish to thank my lovely family. They are always support me from the start of study until now. Their blessing, push, and example give Author strength to pass all obstacles. Also humbly thank you for Mr. Alva Erwin and Mr. Maulahikmah Galinium who guide me as thesis advisor and co-advisor respectively. Every revision, advice, and guidance leads to the right track of my thesis. Another person whom I admire Mr. Adez Aulia. He introduce to this topic of Natural Language Processing especially Chatbot. Not to forget all of Swiss German University team specifically Information Technology committee, without them I cannot have permission to do this thesis work. Another big contribution from my friends whom we work together to achieve same goal, which is bachelor degree.

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Stefanus Ardhito Prasetya TABLE OF CONTENTS

Page

STATEMENT BY THE AUTHOR ... 2

ABSTRACT ... 3

DEDICATION ... 5

ACKNOWLEDGEMENTS ... 6

TABLE OF CONTENTS ... 7

LIST OF FIGURES ... 9

LIST OF TABLES ... 10

CHAPTER 1 - INTRODUCTION ... 11

1.1 Background... 11

1.2 Research Objectives ... 12

1.3 Research Problems ... 12

1.4 Research Scope and Limitations ... 13

1.5 Research Questions ... 13

1.6 Hypothesis ... 13

1.7 Thesis Structure ... 14

CHAPTER 2 - LITERATURE REVIEW ... 15

2.1 E-Commerce ... 15

2.2 Natural Language Processing ... 15

2.3 Chatbot ... 17

2.4 AIML ... 17

2.5 Related Works ... 19

2.5.1 Anna ...19

2.5.2 TagBot ...20

2.5.3 FAQ Bot at BRAC University ...20

2.5.4 EIVA ...21

CHAPTER 3 – RESEARCH METHODS ... 22

3.1 Literature Study and Analysis ... 24

3.2 Design ... 25

3.3 Implementation ... 27

3.4 Testing ... 29

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CHAPTER 4 – RESULTS AND DISCUSSIONS ... 31

4.1 Result Overview ... 31

4.2 Knowledge Based Construction ... 31

4.2.1 Payment Method ...32

4.2.2 Membership ...35

4.2.3 Refund ...37

4.2.4 Shipping ...38

4.2.5 Voucher ...39

4.2.6 Synonym ...40

4.3 Self Testing ... 41

4.4 Chatbot Experiment on Respondents ... 41

4.4.1 Questions Breakdown ...42

4.4.2 Survey Analysis ...45

4.5 Maintenance and Improvement ... 47

CHAPTER 5 – CONCLUSIONS AND RECCOMENDATIONS ... 50

5.1 Conclusions ... 50

5.2 Future Works ... 50

5.3 Contribution ... 51

GLOSSARY ... 52

REFERENCES ... 53

APPENDIX A - FAQ CHATBOT SCREENSHOTS ... 56

APPENDIX B – SURVEY FOR QUALITY MEASURE FORM ... 57

APPENDIX C – TABLE ... 59

CURRICULUM VITAE ... 62

PAPER ... 64