APPLYING THE FUZZY ANALYTICAL HIERARCHY PROCESS (FAHP) METHOD TO ASSESS THE IMPORTANCE OF FACTORS ON BUILDING CHATBOT AT LOGISTICS ENTERPRISES IN HAI PHONG CITY

Abstract

This article aims to identify and measure the significance of factors in building Chatbots for logistics businesses in Hai Phong city, using the Fuzzy Analytic Hierarchy Process (FAHP) method based on a database collected in 2024 from representatives of logistics businesses in Hai Phong. Five key factors considered in building Chatbots are Reliability, Response Time, Usability, Availability, and Adaptability. The analysis results of this study indicate that Reliability is the most important factor, highlighting that Reliability remains a top concern for logistics businesses in Hai Phong when developing Chatbots.