Evaluation of Chatbot using The ITIL Framework Subdomain Service Operation in Financial Institution
The purpose of this paper is to find out the evaluation and the results of the chatbot systems that has been implemented in the bank. The measurement of the maturity level of current condition and expected condition of chatbot. ITIL v3 is the chosen framework. Data collection is based on observation and questionnaires to find out the response of maturity level or chatbot system maturity level (both current and expected). From the assessment, gap is found, and recommendation is provided in accordance with the existing gap. The conclusion is an improvement in chatbot system is needed to provide a better IT service.