Authors
Nurul Izzah Ahlam, Mohammad Givi Efgivia
Source / Journal
INTERNATIONAL JOURNAL OF MATHEMATICS AND COMPUTER RESEARCH
This study designs and evaluates a web-based customer service chatbot for Islamic banking services. The chatbot integrates the Google Gemini API with a validated Frequently Asked Questions knowledge base to generate responses based on institutional service information. The system was developed using the Flask framework and evaluated through Black Box Testing, FAQ-based response evaluation, and chat log analytics. The evaluation used 310 validated FAQ records and 1,000 anonymized raw chat log rec...
This study designs and evaluates a web-based customer service chatbot for Islamic banking services. The chatbot integrates the Google Gemini API with a validated Frequently Asked Questions knowledge base to generate responses based on institutional service information. The system was developed using the Flask framework and evaluated through Black Box Testing, FAQ-based response evaluation, and chat log analytics. The evaluation used 310 validated FAQ records and 1,000 anonymized raw chat log rec...