Design of a Line Chatbot to Enhance Lost Luggage Tracking Efficiency At Ubon Ratchathani International Airport

Abstract

This study aimed 1) to explore guidelines for designing a Line Chatbot for tracking lost luggage at Ubon Ratchathani International Airport, and 2) to evaluate the effectiveness of using a Line Chatbot in tracking lost luggage at the mentioned airport. The research employed a qualitative approach, using structured in-depth interviews with six key informants who were personnel from the flight operations and facilitation department. Method of interview and descriptive analysis were the main tools for data collection and analysis. The findings revealed that the process of tracking lost luggage is complex, as service points are far apart and involve multiple procedures. Therefore,
 
the design of the Line Chatbot emphasized reducing communication steps and increasing the speed of interaction through AI-based automated responses. Regarding effectiveness, the Line Chatbot was found to provide information and respond to passengers’ inquiries promptly, even under slow internet conditions. It could support multiple users simultaneously, reduce the workload of airport staff, and enhance passengers’ confidence in data security. Moreover, the chatbot was able to respond in real time and has the potential to be adapted for international passengers in the future when developed to support multiple languages.