Design of Travel Ticket Booking Application with Web-Based Chatbot Using Dialogflow Natural Language Processing (NLP)

Desi Susanti; Resmi Darni; Yeka Hendriyani; Melri Deswina

doi:10.61132/merkurius.v3i1.684

Authors

Desi Susanti Universitas Negeri Padang
Resmi Darni Universitas Negeri Padang
Yeka Hendriyani Universitas Negeri Padang
Melri Deswina Universitas Negeri Padang

DOI:

https://doi.org/10.61132/merkurius.v3i1.684

Keywords:

Information Technology, Web Application, Natural Language Processing (NLP), Chatbot, HPS Painan Padang

Abstract

The rapid development of information technology and telecommunications has driven companies and MSMEs to adopt desktop, mobile, and web-based applications to enhance operational performance. PT HPS Painan Padang, previously relying on manual ticket bookings, faced challenges in efficiency and susceptibility to brokering practices. To address this, a web-based travel ticket booking application was developed, enabling customers to book tickets online more practically, quickly, and conveniently, anytime and anywhere. The integration of Natural Language Processing (NLP) technology in the form of a chatbot further enhances service efficiency and responsiveness. This feature provides real-time information on departure schedules, seat selection, and payment transactions while also supporting sentiment analysis and swift responses to customer feedback, ultimately improving service quality. The application, built using PHP, MySQL, and CodeIgniter with a Prototype development approach, adapts to changing market demands. Testing via GTmetrix on the https://desistravel.xyz/backend page demonstrated excellent performance with an 88% Performance score, 95% Structure score, and optimal Web Vitals metrics, indicating a fast, responsive, and stable platform. The final product is a user-friendly web-based ticket booking application supported by an intelligent chatbot, offering a seamless user experience, enhancing customer satisfaction, and streamlining the travel booking process efficiently.

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