Develop a chatbot system to support financial services Lopburi technical college
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Abstract
This study aimed to develop a chatbot system to support financial services at Lopburi Technical College and to evaluate its effectiveness. The system was developed using a LINE Official Account integrated with Dialogflow to provide information on travel expenses for official duties, advances and reimbursements, as well as expenses related to training, events, and international conferences. The research involved 346 personnel, with data collected from a sample of 190 individuals over a period of four months. The findings revealed that the chatbot system achieved an accuracy rate of 96.04% in responding to inquiries and significantly reduced the time required to obtain information from staff. Users reported a high level of satisfaction, with an average satisfaction score of 4.93 (S.D. = 0.26). Additionally, the system demonstrated a fast response rate (average score of 4.84) and enabled continuous access to information without the need for direct staff interaction. User feedback further suggested expanding the chatbot’s functionality to support other services, such as academic registration and personnel management, and enhancing its natural language processing capabilities to handle more complex queries. These improvements would contribute to a more efficient and sustainable service system.
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References
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