SISTEM KOGNITIF BERBASIS MULTIAGEN PADA CUSTOMER INTERFACE SYSTEM

RETI VERI ANITA, Dr. Azhari SN, MT

2012 | Tesis | S2 Ilmu Komputer

Sistem kognitif adalah suatu sistem perangkat lunak yang dibangun berlandaskan pada teori kognisi di bidang psikologi kognitif. Pengembangan perangkat lunak sistem kognitif berbasis agen pada intinya berusaha memetakan proses mental yang terjadi pada manusia ke dalam peran (roles) agen. Masingmasing agen menjalankan tugas (task) sesuai dengan proses mental yang dipetakan kepadanya. Dalam penelitian ini dilakukan pengembangan sebuah sistem kognitif berbasis multiagen pada Customer Interface System (CIS). Kemampuan kognisi yang dibangun berupa kemampuan menilai tingkat loyalitas pelanggan, merencanakan pelayanan yang tepat dan memutuskan melalui media apa pelayanan tersebut akan disampaikan. Pelayanan yang dimaksud adalah pemberian informasi, saran, atau reward kepada pelanggan secara autonomous. Sistem kognitif berbasis multiagen terdiri dari agen-agen cerdas yang menjalankan proses-proses seperti proses-proses mental yang terjadi pada manusia ketika sedang memproses informasi. AgentSensorA, AgentSensorB, AgentSensorC, AgentSensorE menjalankan proses mental sensing. AgentPerception menjalankan proses mental acquisition dan perception. AgentPlanning menjalankan proses mental planning. AgentActionSMS, AgentActionPrintNota, AgentActionEmail, AgentActionMsgBox menjalankan proses mental action. Semua agen-agen tersebut memiliki kemampuan berkomunikasi dan bekerja sama untuk mencapai tujuan sistem secara keseluruhan yaitu mewujudkan kemampuan kognisi di bidang pelayanan pelanggan pada CIS. Kemampuan sistem kognitif menilai tingkat loyalitas pelanggan diperoleh dari kemampuan agen-agen cerdas dalam mencari informasi dan mempersepsikan data pribadi pelanggan, jumlah dan total transaksi yang pernah dilakukan. Sedangkan kemampuan perencanaan pelayanan dan kemampuan memutuskan media pelayanan diperoleh dari kemampuan sebuah agen cerdas dalam merencanakan aksi berdasarkan pada: (i) tingkat loyalitas pelanggan; (ii) ketersediaan media komunikasi; (iii) produk yang dikonsumsi pelanggan pada transaksi pembelian yang sedang berjalan.

Cognitive system is a software system that is built based on the theory of cognition in cognitive psychology. The development of cognitive system based on multi-agent is essentially mapping the mental processes that occur in humans into agent’s roles. Each agent runs tasks according to the mental processes that are mapped to them. In this study is developed a cognitive system based on multiagents for Customer Interface System (CIS). Cognition abilities which developed are the ability to measure the level of customer loyalty, the ability to generate appropriate plan to serve customer, and the ability to decide which communication media to use. There are three kinds of services that will be served to the customers. First, system will give information which needed by the customer. Second, system will give advices or suggestions to the customer. Third, system will give rewards to the customer. Cognitive system which developed in this study is consisted of intelligent agents that perform processes such as the human mental processes when processing information. AgentSensorA, AgentSensorB, AgentSensorC, AgentSensorE perform sensing process. AgentPerception performs acquisition and perception processes. AgentPlanning performs planning process. AgentActionSMS, AgentActionPrintNota, AgentActionEmail, AgentActionMsgBox perform action process. Every agent in this cognitive system has the ability to communicate and work together to achieve overall system goals. The ability to measure the customer loyalty level is derived from the ability of intelligent agents in seeking information about transactions that ever done and perceiving the personal data of customers. The abilities to generate plan and decide which communication media to use are obtained from the ability of an intelligent agent to generate the action plan based on: (i) the level of customer loyalty; (ii) the availability of communication media; (iii) the products which consumed by customer in the current transaction.

Kata Kunci : sistem kognitif, sistem multiagen, kecerdasan agen, penalaran berbasis kasus.