Implementing an AI Agent Chatbot to Improve Service Effectiveness in Mobile Phone Spare Parts and Service Stores

Futikhat Salsabila; Irfan Santiko

doi:10.35671/jmtt.v4i1.88

Authors

Futikhat Salsabila Universitas Amikom Purwokerto
Irfan Santiko Universitas Amikom Purwokerto

DOI:

https://doi.org/10.35671/jmtt.v4i1.88

Keywords:

Chatbot, , WhatsApp Business, , Artificial Intelligence, , n8n, , Services

Abstract

The development of digital technology encourages MSMEs to shift to automated service systems to increase efficiency. This study aims to develop a WhatsApp-based AI agent chatbot to improve the effectiveness of customer service at the Citra Karya Gemilang Store, especially in handling spare part stock information and cellphone service consultations. This study uses the Software Development Life Cycle (SDLC) Waterfall model with the stages of requirements analysis, system design, implementation, testing, and maintenance. The system was developed by integrating the WAHA API Gateway as a WhatsApp connector, n8n Workflow Automation as a conversation flow manager, Gemini AI as an artificial intelligence engine that understands message context, and Google Sheets as a dynamic database that stores product and service information in real-time. The implementation results show that the chatbot is able to provide a fast response 24 hours a day. Based on User Acceptance Testing (UAT) of 20 respondents, the system obtained a satisfaction level of 92% (Very Satisfied).

Downloads

Download data is not yet available.

References

Alindri, H. F. (2024). Strategi Pemasaran Online Umkm Menggunakan Whatsapp Business. Mora Zilliansyah Dongoran STIKes, 1(2), 51–60.

Shawar, B. A., & Atwell, E. (2007). Chatbots: Are they Really Useful? 22(1), 29–49.

Sipahutar, R. P., Panjaitan, M. N., Iskandar, I., & Ramadhan, S. (2025). Strategi Digital Marketing Berbasis AI untuk UMKM: Meningkatkan Efisiensi dan Kompetitif. 1091–1094.

Alindri, H. F., Wahab, A., & Astuti, R. (2021). Aplikasi Whatsaap Bisnis Dalam Strategi Pemasaran Online. 11–22.

Azis, N. (2022). Analisis Perancangan Sistem Informasi (N. S. Wahyuni (Ed.)). Widina Bhakti Persada Bandung.

Bhakti, H. D. (2025). Perancangan dan Implementasi Sistem Pengajuan Keluhan Karyawan Berbasis Web. 18(2), 118–129.

BPS. (2024). Selamat hari UMKM Nasional. Badan Pusat Statistik. Diambil dari link https://batangkab.bps.go.id/id/news/2024/08/12/336/selamat-hari-umkm-nasional.html, diakses pada 16 November 2025

Business, M. (2024). WhatsApp Business App: Features and Overview. Diambil dari link https://business.whatsapp.com/, diakses pada 16 November 2025

Christie, S. A. (2022). Literature Review: Identifikasi Penggunaan Teknik dan Analisis Requirement Engineering. 193020503027, 1–7.

Tukey, J. W. (1977). Exploratory Data Analysis.

Undang-Undang Republik Indonesia Nomor 20 Tahun 2008 tentang Usaha Mikro, Kecil, dan Menengah. (2008). 1.

We Are Social & Meltwater. (2024). Digital 2024: Indonesia. Datareportal. Diambil dari https://datareportal.com/reports/digital-2024-indonesia, diakses pada 10 November 2025

Damara, R. G., Fitrani, A. S., & Eviyanti, A. (2024). Perancangan Aplikasi Chatbot Melalui Media Whatsapp pada Toko Sembako. 2, 1–15.

DeepMind, G. (2023). Gemini AI. Diambil dari link https://deepmind.google/models/gemini/, diakses pada 16 November 2025

Hidayat, S., Subekti, R., & Silvanie, A. (2022). Chatbot untuk konsultasi akademik mahasiswa menggunakan natural language processing (NLP) di Institut Bisnis dan Informatika Kosgoro 1957. JISAMAR (Journal of Information System, Applied, Management, Accounting and Research), 6(Vol 6 No 2 (2022)), 396–410. https://doi.org/10.52362/jisamar.v6i2.780

Huberman, M. (1994). Analisis Penelitian Kualitatif.

Idris, J. F., Prastyo, Y. D., Hardiansyah, R., Magnus, A., Noventona, F., Haikal, F., Gusdevi, H., & Naseer, M. (2025). Pengujian fungsional dan struktural aplikasi pengajuan cuti dengan metode black box dan white box. 07(01), 84–102.

Jurafsky, D., & Martin, J. H. (2025). Summary of Contents.

Khairunisa, A. N., Misidawati, D. N., Islam, U., Abdurrahman, N. K. H., & Pekalongan, W. (2024). Pemanfaatan Digital Marketing Dalam. 3(1), 184–190.

Komdigi. (2023). Kemenkop UKM: 3,79 Juta UMKM Sudah Go Online. Diambil dari link https://www.komdigi.go.id/berita/pengumuman/detail/kemenkop-ukm-3-79-juta-umkm-sudah-go-online, diakses pada 10 November 2025

Kotler, P., & Keller, K. L. (2012). Marketing Management.

Kurniyanti, V. A., & Murdiani, D. (2022). Perbandingan Model Waterfall Dengan Prototype Pada Pengembangan System Informasi Berbasis Website. 2(08).

Murdiani, D., & Sobirin, M. (2022). Perbandingan Metodologi Waterfall Dan Rad (Rapid Application Development) Dalam Pengembangan Sistem Informasi. 4(4), 302–306.

Nilam Sari, M. (2025). Implementation of WhatsApp Business-Based Digital Marketing Strategy for MSMEs in Indonesia. Jurnal Ekonomi Manajemen Akuntansi Keuangan Bisnis Digital (JEMAK-BD) , 4(1), 137–144.

P, E., & RANI, D. J. (2025). An Empirical Study on AI Powered Chatbot on WhatsApp (Examining User Experience, Adaptation and Engagement). Interantional Journal of Scientific Research in Engineering and Management, 09(04), 1–9. https://doi.org/10.55041/ijsrem44011

Prasetyo, S. E., Puteri, V. A., & Sabariman. (2025). Implementasi Chatbot Ai Dan Whatsapp Untuk Mendukung Penjualan Dan Konsultasi Rakitan Komputer Di Toko Micro Batam. 7(1).

Ramadhani, A., Yantoro, M. D., Akmal, M. F., & Mahfud, M. (2025). Chatbot Otomatis Dengan N8n Dan Ai Untuk Analisis Data. 2(2), 18–23.

Russell, S. J., & Norvig, P. (2021). Artificial Intelligence: A Modern Approach, Global Edition 4e. https://library.giadinh.edu.vn/handle/GDU/2783