Penelitian ini bertujuan untuk merancang dan mengimplementasikan chatbot berbasis metode rule-based pada website Oscar Petshop guna meningkatkan kualitas layanan pelanggan. Dalam pengembangan chatbot ini, data dikumpulkan melalui wawancara, observasi, dan Teknik web scraping dari komentar di Instagram. Data yang terkumpul kemudian diklasifikasikan menggunakan metode Naive Bayes untuk mengidentifikasi pertanyaan yang paling sering diajukan oleh pelanggan. Dari hasil kalsifikasi dan wawancara, ditemukan 10 kategori pertanyaan utama, seperti jam operasional toko, harga grooming, dan layanan Kesehatan hewan. Kategori tersebut kemudian disederhanakan untuk memfasilitasi implementasi chatbot berbasis aturan. Chatbot yang dikembangkan diuji menggunakan metode balck box testing dan User Acceptance Testing (UAT). Hasil pengujian menunjukan bahwa system bekerja dengan baik, dengan Tingkat penerimaan pengguna sebesar 90,27%. Chatbot ini diharapkan dapat membantu Oscar petshop dalam memberikan layanan informasi yang cepat dan efisien kepada pelanggan, sehingga meningkatkan kepuasan dan loyalitas pelanggan. Dengan demikian penggunaan chatbot berbasis rule-based terbukti efektif dalam mendukung layanan pelanggan di sektor retail khususnya petshop.

This study aims to design and implement a rule-based chatbot on the Oscar Petshop website to improve the quality of customer service. In developing this chatbot, data was collected through interviews, observations, and web scraping techniques from comments on Instagram. The collected data was then classified using the Naive Bayes method to identify the most frequently asked questions by customers. From the results of the classification and interviews, 10 main question categories were found, such as store operating hours, grooming prices, and animal health services. These categories were then simplified to facilitate the implementation of a rule-based chatbot. The developed chatbot was tested using the black box testing method and User Acceptance Testing (UAT). The test results showed that the system worked well, with a user acceptance rate of 90.27%. This chatbot is expected to help Oscar Petshop in providing fast and efficient information services to customers, thereby increasing customer satisfaction and loyalty. Thus, the use of rule-based chatbots has proven effective in supporting customer service in the retail sector, especially pet shops.