Enhanced Security Framework On Chatbot Using Mac Address Authentication To Customer Service Quality

The function of customer service includes serving customer complaints. The process is able to use as a control for customer satisfaction. The more consumers who are satisfied with the benefit of a product, the better the customer service will be. Currently, Chatbot has been widely used in companies to improve service and to simplify customer service. Its existence is beneficial in facilitating fast data access so that it can provide services to customers more quickly. Because of this easy access, companies are obliged to ensure that all devices they have are guaranteed security. Based on this reason, the researcher will increase the Security Framework on the Chatbot by using MAC address authentication which can only be accessed by the registered customer's hardware machine address, so that if it is accessed on a different hardware device (smartphone, laptop or tablet), then the chatbot menu will not be able to be run. MAC address authentication on hardware is expected to be the first stage to be authenticated by the system prior to software authentication such as hybrids such as matching name and password, unique code and email verification.

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