Implementasi Machine Learning dengan Metode Text Mining dan Algoritma Naïve Bayes untuk Klasifikasi Keluhan Pelanggan pada Twitter Operator Telkomsel
Abstract
Twitter is one of the most widely used social media platforms in Indonesia, and telecommunication companies such as PT Telekomunikasi Seluler (Telkomsel) utilize their official account, @Telkomsel, as a primary channel for customer interaction and complaint handling. Currently, incoming complaint tweets are still classified manually by the customer service division, a procedure that is time-consuming and prone to human inconsistency. This study implements a text mining approach integrating the Naïve Bayes algorithm, Adaptive Boosting (AdaBoost), and the Synthetic Minority Over-Sampling Technique (SMOTE) to automatically classify Indonesian-language tweets mentioning @Telkomsel into two classes: "Complaint" and "Non-Complaint." A dataset of 2,000 tweets was collected through crawling in RapidMiner, followed by a two-stage text preprocessing workflow utilizing Gataframework and RapidMiner. The classification model was validated using 10-fold cross-validation. The experimental results demonstrate that the combination of Naïve Bayes, AdaBoost, and SMOTE achieves an accuracy of 78.84%, precision of 79.90%, recall of 80.51%, and an AUC of 0.809. These findings confirm that the proposed framework is capable of effectively automating complaint detection to support more responsive customer service operations.
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DOIAuthor Biographies
Program Studi Teknologi Informasi, Universitas Siber Indonesia, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta, Indonesia.
Program Studi Teknologi Informasi, Universitas Bina Sarana Informatika, Kota Jakarta Barat, Daerah Khusus Ibukota Jakarta, Indonesia.
Program Studi Teknologi Informasi, Universitas Bina Sarana Informatika, Kota Jakarta Barat, Daerah Khusus Ibukota Jakarta, Indonesia.
Program Studi Teknologi Informasi, Universitas Bina Sarana Informatika, Kota Jakarta Barat, Daerah Khusus Ibukota Jakarta, Indonesia.
Program Studi Teknologi Informasi, Politeknik ‘Aisyiyah Pontianak, Kota Pontianak, Provinsi Kalimantan Barat, Indonesia.
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