Chatbot Adoption based on Lean Management: A Case Study of Interrogation Tasks in Betong Police Station
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Abstract
The Interrogation Department of Betong Police Station had service problems on Facebook Messenger. People had to wait a long time because of the insufficient manpower for 24 service hours and in the police lack of expert staff in every case consulting. Therefore, this research adopted the chatbot in Interrogation Tasks of Betong Police Station. The research objective was to: (1) design and develop the chatbot for supporting citizen laws service of Investigation Department in the police station, and (2) evaluate the efficiency based on Lean concept and assess user satisfaction with the chatbot. This chatbot was developed based on Lean concepts and plugged in with Facebook Messenger. The results showed that the new process or post Lean can reduce wasted time around 1.507.98 minutes (99.80%), and the percentage of efficiency was 100, increasing around 99.21 percent. In addition, the results indicated that the level of user satisfaction was high (4.09), and the system can interact quickly (4.19). These results indicated that users are satisfied with the chatbot adoption in Interrogation Department of Betong Police Station because the chatbot can reduce their waiting service time.
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