IAES International Journal of Artificial Intelligence (IJ-AI) Vol. 11, No. 1, March 2022, pp. 23~33 ISSN: 2252-8938, DOI: 10.11591/ijai.v11.i1.pp23-33 23 Journal homepage: http://ijai.iaescore.com Design of the use of chatbot as a virtual assistant in banking services in Indonesia Bhakti Prabandyo Wicaksono, Amalia Zahra Computer Science Department, Binus Graduate Program - Master of Computer Science, Bina Nusantara University, Jakarta, Indonesia Article Info ABSTRACT Article history: Received Aug 31, 2021 Revised Sep 27, 2021 Accepted Oct 12, 2021 A chatbot is a computer program designed to simulate an interactive communication to user (human) via text, audio, or video. Currently several banks in Indonesia have adopted chat technology in customer service. The application of artificial intelligence in customer service aims to prepare banks for the challenges of industry banking 4.0. In addition, it is also to solve problems currently faced by customer service. Implementing chatbot platform in banking in Indonesia is not just plug and play, although there are quite a lot of chatbot platforms available, including Rasa Platform, Botika Platform, and Kata.ai Platform. However, this study only evaluates two chatbot platforms, namely Rasa and Botika, where the two platforms are considered not yet able to be immediately adopted by banks. This is because the application of banking technology in Indonesia must refer to regulatory regulations, including those related to environmental needs, language, speed, and accuracy to understand the intent of users. Hence, research is needed to decide which chatbot platform can be implemented in the banking industry without violating regulatory regulations. From the results of evaluations conducted using the usability and hedonic motivation system adoption system (HMSAM) methods, it is found that users prefer Botika platform to be implemented in the banking industry. Keywords: Artificial intelligence Botika Chatbot Rasa This is an open access article under the CC BY-SA license. Corresponding Author: Amalia Zahra Department Computer Science, Binus Graduate Program - Master of Computer Science, Bina Nusantara University Jakarta, Indonesia, 11480 Email: amalia.zahra@binus.edu 1. INTRODUCTION Qwerty Bank is a limited liability company engaged in the financial services industry. Qwerty Bank focuses on the micro, small and medium enterprises (MSME) segment. Currently, it has grown and developed into a bank that has entered the group of medium-sized banks in Indonesia in terms of assets. Along with opening up opportunities and increasing the ability to serve the needs of a wider community, Qwerty Bank has expanded its business to the commercial and consumer segments. These three segments are the business pillars of Qwerty Bank, with services supported by an optimal fund management system, reliable information technology, competence in human resources and good corporate governance practices. This foundation allowed Qwerty Bank to step forward and position it as a credible bank. The operation of Qwerty Bank is currently supported by more than 425 outlets spread across 22 provinces throughout Indonesia which are connected in real time. Qwerty Bank has also built a micro-banking network, which now totals 543 outlets, as part of a partnership program with cooperatives and microfinance institutions. Customer satisfaction and trust in using bank products and services will be able to attract the interest of prospective new customers [1]. Optimal service certainly provides a positive image for the company