Name : Sharon Rivani Martiza

NPM : C1B021023
Class : Management A 2021
Subject : Principles of Marketing

My Experience Using Chatbot

A chatbot is a computer program that simulates human conversation via voice

commands and/or text chat. A chatbot (short for chatterbot) is an artificial intelligence (AI)
feature that can be embedded and used in major messaging applications. There are a lot of
chatbot examples, such as the chatbot for answer the customers’ questions, Siri in Apple,
Google Assistant, Bixby in Samsung, Customer Services in e-commerce, etc.

Chatbot is one of the important things in a business because with a chatbot it can replace
the role of customer service by completing simple customer requests. In addition, chatbots also
play a role in responding to various complaints and questions given by customers, then
collecting feedback from customers.

With the existence of chatbot, the customer service function can be completed quickly
because the chatbot does not have limited working hours like the original customer service.
Because it is always available at all times and without the need for long queues, customer
problems will be resolved faster and will save the time sacrificed by customers. This will also
affect customer satisfaction. With a fast response, customers will feel faster and give good
feedback. This will also improve the image of the business.

I have used several chatbots in my daily life. One of them is a chatbot that acts as
customer service at Shopee. My reason of using the chatbot at that time was to complain about
my credit transactions which I have not received but the status has been successful. My
experience using the chatbot was quite satisfying because it didn't take me long to get responses
and solutions to the problems I was facing. After using the chatbot service, I received a request
to provide feedback on the work of the chatbot or customer service.

Other chatbots I've used are Google Assistant and Samsung's Bixby feature. There are
many features that can be used from these two chatbots such as ordering them to send messages,
setting alarms, playing songs, or even entertainment like telling them to sing or rap. I usually
use this feature to play songs and to make calls. Having a chatbot with features like this really
helps me in carrying out my daily life. Just by saying “Hello, Google” or “Hello, Bixby” and
then mentioning the command you want to perform, the device will perform the command
automatically. However, the drawback of this chatbot is that sometimes what I say is not
captured properly so that the bot can't carry out commands correctly.

Apart from that, there is one more chatbot that I have ever used, namely SimSimi.
SimSimi is a chatbot application that you can talk to about anything. SimSimi can also answer
every conversation well, without leaving the topic being discussed. I used this application when
I was in junior high school, at that time this application was very booming among my friends
at school. I use SimSimi for entertainment when I'm bored, or when I need some entertainment.

The phenomenon of using chatbots is a phenomenon that we cannot avoid. In fact, this
chatbot can help ease the workload or can provide entertainment to us.