Philippine E-Journals

E-AccesstoAces: A Web-Based Customer Support System Driving Academy Using Chatbot Technology

Nathalyn Joize P. Bondad | Carla Joy U. Sin | Kia Mae R. Estalero | Archieval M. Jain

Discipline: information systems

 

Abstract:

Customer service is becoming a crucial component of the majority of businesses. In fact, many businesses have customer service divisions with specialized representatives or agents to help and aid clients in resolving problems. Customer satisfaction and retention depend on prompt and accurate responses to requests. Driving schools providing lessons on driving takes a big part in developing a responsible driver. They must not only meet the demands of their customers, but they must also operate professionally and safely at all times. With so many things to keep track of, having a driving school support center where customers can go to get all of their detailed answers in one place is essential. The researchers developed a web-based customer support system using automation to perform a task elimination that supports, speeds up, and examines possible resolutions without engaging humans. It also helps more users, decreases service queues, and increases customer assistance. The subjects of this study were the members of the administrative management team, drivers, and instructors of Team Aces Driving Academy, and enrollees, with a total of 104 respondents. The implementation of the system at the Team Aces Driving Academy – Famy, Laguna Branch was successfully completed. Using a descriptive design, the study determined the average weighted mean and its ranking to interpret the extent of the system's acceptance based on quality criteria, perceived ease of use, perceived usefulness, attitude toward system adoption, behavioral intention to use, and user experience.