<![CDATA[Proper, quick and easy customer service is what every business player should care about. Includes how to virtually communicate with customers through messaging apps. Thanks to the sophistication of information technology, they can be used to create new opportunities for economic actors. One of them is natural language processing or NLP technology that allows machines to interact with natural human language. This study aims to provide courier services to customers in an efficient and effective manner. The implementation is done using chatbots on messaging applications. Chatbot is designed to be able to respond to customer messages automatically and in real time by implementing NLP methods. Based on the observations made, it is known that the 3 types of questions most frequently asked by customers are location, price list and shuttle service. Research results show that chatbots created in natural language can be easily understood and used by customers. It is also made easier for business stakeholders as they no longer need to respond to each customer message, making customer service more responsive and optimized.]]>
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