Implementasi Chatbot WhatsApp Berbasis Natural Language Processing untuk Penjadwalan Awal pada Klinik Psikologi DearAstrid Surabaya

Fadillah, Nur Laili (2026) Implementasi Chatbot WhatsApp Berbasis Natural Language Processing untuk Penjadwalan Awal pada Klinik Psikologi DearAstrid Surabaya. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Tugas akhir ini berfokus pada pengembangan dan implementasi chatbot WhatsApp berbasis Natural Language Processing (NLP) untuk mengotomasi interaksi awal dan pendaftaran awal (provisional booking) pada Klinik Psikologi DearAstrid, Surabaya. Sistem ini dikembangkan menggunakan metode Rapid Application Development (RAD) untuk memfasilitasi iterasi pengembangan purwarupa yang cepat berdasarkan pengujian fungsional secara berkala. Secara teknis, chatbot dibangun dengan pendekatan Layered Architecture (Arsitektur Berlapis) yang mengintegrasikan WhatsApp Business API sebagai antarmuka, NLP Engine (Dialogflow) untuk memahami maksud (intent) dan mengekstrak entitas, Make.com sebagai jembatan webhook, serta Google Sheets sebagai basis data. Tugas akhir ini juga menerapkan konsep Human-in-the-Loop (HITL) guna menjaga validitas klinis melalui verifikasi admin terhadap data pendaftaran yang dikumpulkan oleh bot. Evaluasi sistem dilakukan melalui pengujian performa fungsional NLP dan penggunaan instrumen Chatbot Usability Questionnaire (CUQ) untuk mengukur tingkat kebergunaan antarmuka dari perspektif pengguna akhir. Hasil tugas akhir ini menunjukkan bahwa chatbot berhasil diimplementasikan dengan tingkat keberhasilan fungsional sebesar 100% berdasarkan pengujian Black-Box, di mana sistem mampu merespons seluruh skenario percakapan, mengekstrak entitas, dan merekam data pendaftaran awal secara otomatis. Berdasarkan hasil pengujian interaksi pengguna, chatbot mampu mencapai skor CUQ sebesar 75,6 yang diklasifikasikan ke dalam kategori "Excellent" (Sangat Baik). Tugas akhir ini memberikan kontribusi berupa model asisten administratif otomatis dengan kebergunaan yang sangat baik, yang mampu menyajikan pengalaman interaksi yang informatif dan terstruktur bagi calon klien.
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This final project focuses on the development and implementation of a Natural Language Processing (NLP)-based WhatsApp chatbot to automate initial interactions and provisional booking at the DearAstrid Psychology Clinic, Surabaya. The system was developed using the Rapid Application Development (RAD) method to facilitate rapid prototype development iterations based on periodic functional testing. Technically, the chatbot was built using a Layered Architecture approach that integrates the WhatsApp Business API as the interface, an NLP Engine (Dialogflow) for intent understanding and entity extraction, Make.com as the webhook bridge, and Google Sheets as the database. This final project also applies the Humanin-the-Loop (HITL) concept to maintain clinical validity through admin verification of the registration data collected by the bot. System evaluation was conducted through NLP functional performance testing and the use of the Chatbot Usability Questionnaire (CUQ) instrument to measure the level of interface usability from the end-user's perspective. The results of this final project indicate that the chatbot was successfully implemented with a 100% functional success rate based on Black-Box testing, where the system was able to respond to all conversational scenarios, extract entities, and record initial registration data automatically. Based on the user interaction testing results, the chatbot achieved a CUQ score of 75.6, which is classified as "Excellent". This final project contributes an automated administrative assistant model with excellent usability that is capable of providing an informative and structured interaction experience for prospective clients.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Chatbot WhatsApp, Chatbot Usability Questionnaire (CUQ), Layanan Psikologi, Natural Language Processing (NLP), Rapid Application Development (RAD), Keywords: Chatbot Usability Questionnaire (CUQ), Natural Language Processing (NLP), Psychological Services, Rapid Application Development (RAD), WhatsApp Chatbot.
Subjects:	T Technology > T Technology (General) > T59.7 Human-machine systems.
Divisions:	Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis
Depositing User:	Fadillah Nur Laili
Date Deposited:	31 Jul 2026 03:59
Last Modified:	31 Jul 2026 03:59
URI:	http://repository.its.ac.id/id/eprint/140375

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