IMPLEMENTASI FITUR VIRTUAL ASSISTANCE PADA LAYANAN LIVE CHAT DI PT. GARENA INDONESIA

Live chat is a customer service that is generally provided by many companies in various fields including PT. Garena Indonesia. However, due to the Covid - 19 pandemic, the service was deactivated because all Customer service staff had to do Work From Home to reduce the spread of the virus. Finally, users can only get assistance via the Ticket report service which requires queuing time to respond. Therefore, a Virtual Assistant was developed which is a development of a Chatbot equipped with Natural Language Processing to understand and respond to messages sent by users when connected to the Live Chat service of PT. Garena Indonesia.