Application of Chatbot Technology to Support the PRB e-Service Training Course Certification Process.

Abstract

       The objectives of this research were to: 1) study the components of applying chatbot technology to support the training course certification submission process through the PRB e-Service system; 2) develop a manual for applying chatbot technology to support the training course certification submission process through the PRB e-Service system; and 3) examine the results of the trial implementation of the manual for applying chatbot technology to support the training course certification submission process through the PRB e-Service system. The target group consisted of 50 human resource personnel from business establishments responsible for submitting training course certifications through the PRB e-Service system. The research instruments included: 1) a questionnaire on experts’ opinions toward the components of applying chatbot technology to support the training course certification submission process through the PRB e-Service system; 2) a questionnaire on experts’ opinions toward the appropriateness of the manual for applying chatbot technology to support the training course certification submission process through the PRB e-Service system; and 3) a questionnaire on the target group’s satisfaction with the manual for applying chatbot technology to support the training course certification submission process through the PRB e-Service system. Data were analyzed using basic statistics, including mean and standard deviation.

      The research findings revealed that: 1) the application of chatbot technology to support the training course certification submission process through the PRB e-Service system consisted of three components: (1) Front End (LINE Chat), (2) Back End (Chatbot), and (3) stakeholders. Experts’ opinions toward the appropriateness of the components of applying chatbot technology to support the training course certification submission process through the PRB e-Service system were at the highest level ( = 4.55, SD. = 0.51). 2) The results of developing the manual for applying chatbot technology to support the training course certification submission process through the PRB e-Service system consisted of: (1) the development of LINE Chatbot PRB Samut Prakan. The workflow of LINE Chatbot PRB Samut Prakan begins with users interacting through LINE Chat in the Front End. The information is then sent to the Back End for intent analysis. If the user requests information, the system retrieves answers from the knowledge base. If the user checks the status, the system connects to the PRB e-Service system via API, processes the results, and sends the response back to users through LINE Chat; and (2) the development of the manual for applying chatbot technology to support the training course certification submission process through the PRB e-Service system, which consisted of four sections: Section 1 Introduction; Section 2 Overview of the PRB e-Service system and the role of chatbots; Section 3 Procedures for applying chatbots; and Section 4 LINE Chat usage. Experts’ opinions toward the overall appropriateness of the manual were at a high level ( = 4.37, SD. = 0.56). 3) The results of the trial implementation of the manual for applying chatbot technology to support the training course certification submission process through the PRB e-Service system showed that the target group’s overall satisfaction with the manual was at a high level ( = 4.45, SD. = 0.52).