Implementasi Chatbot Customer Service Berbasis Retrieval Augmented Generation (RAG) Dengan Integrasi Whatsapp Pada PT Sintesa Inti Nusa

In a company, the speed and accuracy of providing information to customers is an important aspect of building trust and increasing customer satisfaction. PT Sintesa Inti Nusa is a company engaged in the distribution of medicines and medical equipment located in Pekanbaru City, Riau Province, Indonesia. Currently, information is still conveyed to customers through customer service using the WhatsApp application. However, this system has limitations, especially when customers ask questions outside of working hours, so messages cannot be responded to immediately. Based on this problem, the solution offered is the development of a chatbot using the Retrieval-Augmented Generation (RAG) approach. Retrieval-Augmented Generation (RAG) is an artificial intelligence (AI) method that combines the capabilities of a Large Language Model (LLM) with the process of retrieving information from external sources such as databases. This approach is expected to produce more accurate and relevant responses compared to conventional chatbot methods. The system is built using React and FastAPI, as well as a NoSQL database such as MongoDB. It is hoped that the test results will be relevant and as desired. The system successfully passed black-box testing and the System Usability Scale (SUS) evaluation, achieving an average score of 78.75% (classified as “Good”) based on responses from 30 participants. The SUS results indicate that respondents rated the system highly in terms of ease of use, intention for repeated use, and rapid adaptability for new users.