International Journal of Scientific & Technology Research

Home About Us Scope Editorial Board Blog/Latest News Contact Us
10th percentile
Powered by  Scopus
Scopus coverage:
Nov 2018 to May 2020


IJSTR >> Volume 9 - Issue 10, October 2020 Edition

International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616

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

[Full Text]



Richki Hardi, Ahmad Naim Che Pee, Nanna Suryana Herman



security framework, chatbot, customer service, authentication, MAC address.



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.



[1] R. Hardi, “Genetic algorithm in solving the TSP on these mineral water,” in 2015 International Seminar on Intelligent Technology and Its Applications, ISITIA 2015 - Proceeding, 2015, doi: 10.1109/ISITIA.2015.7220008.
[2] J. Febrian Rusdi et al., “ICT Research in Indonesia,” 2019.
[3] Y. Hendriana and R. Hardi, “Remote control system as serial communications mobile using a microcontroller,” in 2016 International Conference on Information Technology Systems and Innovation, ICITSI 2016 - Proceedings, 2017, doi: 10.1109/ICITSI.2016.7858212.
[4] B. Sunaryo et al., “Mapping Mining Potential Using WebGIS,” SciTech Framew., 2019.
[5] B. Abu Shawar and E. Atwell, “Chatbots: are they really useful?,” LDV-Forum Zeitschrift für Comput. und Sprachtechnologie, 2007.
[6] K. D. Tillotson, “The implementation, analysis, and evaluation of a humanized information retrieval chat-bot,” ProQuest Diss. Theses, 2012.
[7] K. Kuligowska, “Commercial Chatbot: Performance Evaluation, Usability Metrics and Quality Standards of Embodied Conversational Agents,” Prof. Cent. Bus. Res., 2015, doi: 10.18483/pcbr.22.
[8] C. Abras, D. Maloney-Krichmar, and et al, “User-Centered Design BT - Bainbridge,” Bainbridge, 2004.
[9] J. Hill, W. Randolph Ford, and I. G. Farreras, “Real conversations with artificial intelligence: A comparison between human-human online conversations and human-chatbot conversations,” Comput. Human Behav., 2015, doi: 10.1016/j.chb.2015.02.026.
[10] V. Hung, M. Elvir, A. Gonzalez, and R. DeMara, “Towards a method for evaluating naturalness in conversational dialog systems,” in Conference Proceedings - IEEE International Conference on Systems, Man and Cybernetics, 2009, doi: 10.1109/ICSMC.2009.5345904.
[11] J. Nielsen and R. Molich, “Heuristic evaluation of user interfaces,” in Conference on Human Factors in Computing Systems - Proceedings, 1990, doi: 10.1145/97243.97281.
[12] A. Dole, H. Sansare, R. Harekar, M. Mane, and A. Professor, “Intelligent Chat Bot for Banking System,” Int. J. Emerg. Trends Technol. Comput. Sci., 2015.
[13] A. Khanna, B. Pandey, K. Vashishta, K. Kalia, B. Pradeepkumar, and T. Das, “A Study of Today’s A.I. through Chatbots and Rediscovery of Machine Intelligence,” Int. J. u- e-Service, Sci. Technol., vol. 8, no. 7, pp. 277–284, Jul. 2015, doi: 10.14257/ijunesst.2015.8.7.28.
[14] A. Patil, K. Marimuthu, A. Nagaraja Rao, and R. Niranchana, “Comparative study of cloud platforms to develop a chatbot,” Int. J. Eng. Technol., 2017, doi: 10.14419/ijet.v6i3.7628.
[15] S. T. Lai, F. Y. Leu, and J. W. Lin, “A Banking Chatbot Security Control Procedure for Protecting User Data Security and Privacy,” in Lecture Notes on Data Engineering and Communications Technologies, 2019.
[16] K. Letheren and P. Dootson, “Banking with a chatbot: A Battle between convenience and security,” QUT Bus. Sch. Sch. Advert. Mark. Public Relations; Sch. Manag., 2017.
[17] K. Chung and R. C. Park, “Chatbot-based heathcare service with a knowledge base for cloud computing,” Cluster Comput., 2019, doi: 10.1007/s10586-018-2334-5.
[18] T. Van Cuong and T. M. Tan, “Design and implementation of chatbot framework for network security cameras,” in Proceedings of 2019 International Conference on System Science and Engineering, ICSSE 2019, 2019, doi: 10.1109/ICSSE.2019.8823516.
[19] T. Parthornratt, D. Kitsawat, P. Putthapipat, and P. Koronjaruwat, “A Smart Home Automation Via Facebook Chatbot and Raspberry Pi,” in 2018 2nd International Conference on Engineering Innovation, ICEI 2018, 2018, doi: 10.1109/ICEI18.2018.8448761.
[20] F. Clarizia, F. Colace, M. Lombardi, F. Pascale, and D. Santaniello, “Chatbot: An education support system for student,” in Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 2018, doi: 10.1007/978-3-030-01689-0_23.
[21] A. M. Rahman, A. Al Mamun, and A. Islam, “Programming challenges of chatbot: Current and future prospective,” in 5th IEEE Region 10 Humanitarian Technology Conference 2017, R10-HTC 2017, 2018, doi: 10.1109/R10-HTC.2017.8288910.
[22] K. Al Jallad, M. Aljnidi, and M. S. Desouki, “Big data analysis and distributed deep learning for next-generation intrusion detection system optimization,” J. Big Data, 2019, doi: 10.1186/s40537-019-0248-6.
[23] K. Gondaliya, S. Butakov, and P. Zavarsky, “SLA as a mechanism to manage risks related to chatbot services.,” in Proceedings - 2020 IEEE 6th Intl Conference on Big Data Security on Cloud, BigDataSecurity 2020, 2020 IEEE Intl Conference on High Performance and Smart Computing, HPSC 2020 and 2020 IEEE Intl Conference on Intelligent Data and Security, IDS 2020, 2020, doi: 10.1109/BigDataSecurity-HPSC-IDS49724.2020.00050.
[24] K. Patil and M. S. Kulkarni, “Artificial intelligence in financial services: Customer chatbot advisor adoption,” Int. J. Innov. Technol. Explor. Eng., 2019, doi: 10.35940/ijitee.A4928.119119.
[25] V. H. Perera, A. N. Senarathne, and L. Rupasinghe, “Intelligent SOC Chatbot for Security Operation Center,” in 2019 International Conference on Advancements in Computing (ICAC), 2019, pp. 340–345, doi: 10.1109/ICAC49085.2019.9103388.
[26] Y. Zou, J. Zhu, X. Wang, and L. Hanzo, “A Survey on Wireless Security: Technical Challenges, Recent Advances, and Future Trends,” Proceedings of the IEEE. 2016, doi: 10.1109/JPROC.2016.2558521.
[27] M. Asija, “MAC Address,” IRA-International J. Technol. Eng. (ISSN 2455-4480), 2016, doi: 10.21013/jte.v3.n1.p5.
[28] P. Rengaraju, S. S. Kumar, and C. H. Lung, “Investigation of security and QoS on SDN firewall using MAC filtering,” in 2017 International Conference on Computer Communication and Informatics, ICCCI 2017, 2017, doi: 10.1109/ICCCI.2017.8117772.
[29] R. Ashri, “Chatbots have an identity problem. It’s time we got things straight,” 25 June 2018, 2018. [Online]. Available: https://hackernoon.com/chatbotshave-an-identity-problem-its-time-we-got-things-straightfd0d3ac3fbb1.
[30] I. Communications, “Chatbot Security – What You Need To Know.” [Online]. Available: https://inform-comms.com/chatbot-security-what-you-need-to-know/. [Accessed: 17-Jul-2020].
[31] A. Schlesinger, K. P. O’Hara, and A. S. Taylor, “Let’s talk about race: Identity, chatbots, and AI,” in Conference on Human Factors in Computing Systems - Proceedings, 2018, doi: 10.1145/3173574.3173889.
[32] M. Tsvetkova, R. García-Gavilanes, L. Floridi, and T. Yasseri, “Even good bots fight: The case of Wikipedia,” PLoS One, 2017, doi: 10.1371/journal.pone.0171774.
[33] ESparkBiz, “What To Do When AI Chatbots Get It Wrong?,” 11 February 2019, 2019. [Online]. Available: https://hackernoon.com/what-to-do-when-ai-chatbots-get-it-wrong-9c343be876c2.
[34] M. Nuruzzaman and O. K. Hussain, “A Survey on Chatbot Implementation in Customer Service Industry through Deep Neural Networks,” in Proceedings - 2018 IEEE 15th International Conference on e-Business Engineering, ICEBE 2018, 2018, doi: 10.1109/ICEBE.2018.00019.
[35] KaylaMatthews, “Your Chatbot Could Be Vulnerable to Cybercriminals,” 18 Sep 2018, 2018. [Online]. Available: https://chatbotslife.com/your-chatbot-could-be-vulnerable-to- cybercriminals-288e9b47654d.
[36] N. R. and M. Benton and Abstract:, “Evaluating Quality of Chatbots and Intelligent Conversational Agents Nicole,” Int. J. PharmTech Res., 2015, doi: 10.1109/GSIS.2013.6714845.
[37] SITELOCK, “Chatbot Security Risks: What you need to know before starting an online chat,” 3 June 2019, 2019. [Online]. Available: https://www.sitelock.com/blog/chatbot-security-risks.
[38] N. Dreyfus, “Beware of the legal risks surrounding the rise of chatbots,” 09 Jan 2017, 2017. [Online]. Available: https://www.expertguides.com/articles/beware-of-the-legal-risks- surrounding-the-rise-of-chatbots/ARTWUSIC.
[39] G. M. D’Silva, S. Thakare, S. More, and J. Kuriakose, “Real world smart chatbot for customer care using a software as a service (SaaS) architecture,” in Proceedings of the International Conference on IoT in Social, Mobile, Analytics and Cloud, I-SMAC 2017, 2017, doi: 10.1109/I-SMAC.2017.8058261.
[40] M. Baker, “What’s The Risk? 3 Things To Know About Chatbots & Cybersecurity,” 19 September 2016, 2016. [Online]. Available: https://www.darkreading.com/vulnerabilities--threats/whats-the-risk- 3-things-to-know-about-chatbots-andcybersecurity/a/d-id/1326912.
[41] L. Hidayatin and F. Rahutomo, “Query Expansion Evaluation for Chatbot Application,” in Proceedings of ICAITI 2018 - 1st International Conference on Applied Information Technology and Innovation: Toward A New Paradigm for the Design of Assistive Technology in Smart Home Care, 2018, doi: 10.1109/ICAITI.2018.8686762.