การประยุกต์ใช้ Chatbot สนับสนุนงานสอบสวน กรณีศึกษาสถานีตำรวจภูธรเบตง

Abstract

This study adopted the chatbot in the Interrogation Department of Betong Police Station. The objects of this study aims to: (1) design and develop the chatbot for supporting citizen laws service of Investigation Department in police station, and (2) evaluate the efficiency based on Lean concept and evaluate the user satisfaction to use chatbot. As a result of insufficient manpower, the traditional service on Facebook Messenger did not serve people in 24 hours and spend a lot of time in each case. Therefore, the researcher had the idea to design and develop chatbot on Facebook Messenger based on Lean concept to improve the efficiency of Interrogation department. The new process or post Lean can reduce the wasted time around 1.507.98 minutes (99.80%), and the percentage of efficiency is 99.33, increasing around 98.94 percent. In addition, the results show that the level of user satisfaction is high (4.09), and the system can interact quickly (4.19). Furthermore, users also satisfied to use this chatbot service. Therefore, the chatbot services can be adopted in Interrogation Department of Betong Police Station and meet user requirements.