Republic of the Philippines

Department of Education
Region IV – A CALABARZON
Division of Rizal
CAINTA SENIOR HIGH SCHOOL
Cainta, Rizal

Development of Customer Service AI (Artificial intelligence) Trainer for BAP

(Bread and Pastry) Students

A Research Paper Presented

The Faculty of Cainta Senior High School
Cainta, Rizal

APAS, NEIL
BONAGUA, JOHN NEAL
MENDOZA, MARK ROD
NEMIS, ANGELIKA
ROTAIRO, JEMRY
SASTRE, JAMES
TIBAY, JAYAR

In Partial Fulfillment
Of the Requirements for the Subjects
Practical Research 2

March 2019
 Chapter I

Background of the Study

The Development of instructional material in BAP (Bread and Pastry) related to

Customer service and Technology. The Technological Advancement of BAP

Instructional material and simulation of BAP work Environment Specially Customer

Service Counter. With this, the researchers see that according to Copeland (2018) said

that Artificial intelligence (AI), the ability of a digital computer or computer-controlled

robot to perform tasks commonly associated with intelligent beings. According to Adams

( 2016) said that anyone who is serious about making considerable headway in business

needs to understand why customer service is so important. It's not just for all the

obvious fiscal reasons. It goes far beyond that. It delves into the very existence of who

we are and why we do the things that we do. According to Schneider (2017) The

Forrester report “2017 Customer Service Trends: Operations Become Smarter and

More Strategic,” touches on the concept of pre-emptive customer service. The report

highlights that “companies will continue to explore the power of intelligent agents to add

conversational interfaces to static self-service content. According to CIOTTI (2018)

when most business publications talk about customer service skills, things like “being a

people person” tends to take the spotlight. It’s not that this trait is outright wrong, but it’s

so vague and generic that it’s hardly a help to anyone looking to get involved in support

positions within a company, and it certainly doesn’t help out entrepreneurs/founders

who are looking for the right set of skills when hiring the all-important folks who will be

taking care of their customers.

Statement of the Problem

This study aims to help BAP (Bread and Pastry) Student using the Development

of Customer Service AI (Artificial intelligence) Trainer. Specifically, it intends to answer

the following questions:

1. What is the profile of the respondents in terms of:

1.1. Age

1.2. Gender?

2. Design and develop Cainta Senior High School Customer Service AI (Artificial

intelligence) Trainer for future BAP (Bread and Pastry) Students.

3. What is the level of acceptability and effectiveness of the Development of Customer

Service AI Artificial (intelligence) Trainer for BAP (Bread and Pastry) Students in terms

of:

3.1 Aesthetic Graphic User Interface (GUI) appearance;

3.2 Efficiency;

3.3 Reliability;

3.4 Usefulness; and

3.5 User friendliness?

 Conceptual Framework

Input Process Output

- Development and
Review of Related validation of
Literature about Questionnaire
Development of Customer Checklist
Service AI (Artificial - Developed and
- Development and
intelligence) Trainer for evaluated Customer
Evaluation of
BAP (Bread and Pastry) Service AI Trainer
Customer Service
Student app
AI Trainer app
Questionnaire Checklist - Data and
Respondents Interpretation of
data

Feedback

The Input of our Study is Consist of the Review of Related Literature about

Development of Customer AI (Artificial intelligence) Trainer for BAP (Bread and Pastry)

Students or Respondents.

Those in the Process panel are consist: Development and validation of Questionnaire

Checklist, Development and Evaluation of Customer Service AI (Artificial intelligence)

Trainer app and with Data and Interpretation of data. Lastly, the Output of our study is

the Developed and Evaluated Customer Service AI Trainer for BAP (Bread and Pastry)

Students.
Significance of the Study

The researchers believe that the study will be beneficial to the following:

BAP Students. Students of Bread and Pastry would be able to make use of this

research because the information imparted in his research is related to their courses.

This information could help them to know the importance of Customer Service AI

(Artificial intelligence) Trainer for BAP Student.

Teachers. The developed program may help the teachers developing their

students in Customer servicing skills.

Future Researchers. This study would be beneficial for the future researchers

especially when they conduct related studies for future purposes. This may also serve

as a basis or reference in their data gathering.

Definition of Terms

For the purpose of this study, it is very important to understand the following

terms base on the Review of Related Literature.

Alexa - responds to voice control by returning information on products (on Amazon of

course), music, news, weather, sports and more

Artificial Intelligence - a branch of computer science dealing with the simulation of

intelligent behavior in computers

Bread and Pastry - is a specialization within the category of food preparation and

service. Although this fast-paced industry can be competitive, high turnover can create
room for ambitious budding chefs. Read on to learn about education and career options

in this field.

Chatbot - is an artificial intelligence (AI) program that simulates interactive human

conversation by using key pre-calculated user phrases and auditory or text-based

signals.

CRM technology - Customer relationship management (CRM) is a term that refers to

practices, strategies and technologies that companies use to manage and analyze

customer interactions and data throughout the customer lifecycle, with the goal of

improving customer service relationships and assisting in customer retention and driving

sales growth.

Customer acquisition -Put simply, customer acquisition refers to gaining new

consumers.

Customer Service - is the act of taking care of the customer's needs by providing and

delivering professional, helpful, high quality service and assistance before, during, and

after the customer's requirements are met.

Home Economics - is the profession and field of study that deals with the economics

and management of the home and community.

Smarter - making one smart, causing a sharp stinging

Technological advancement - is the generation of information or the discovery of

knowledge that advances the understanding of scientific relations or technology.

Scope and Delimitation

This study uses purposive sampling because researchers have chosen the

respondents are BAP (Bread and Pastry) Student in this study. This study compiles

researchers from July 2018 to March 2019. Students of Cainta Senior High School are

the respondents of this research. This research is about Development of Customer

Service AI (Artificial Intelligence) Trainer for BAP Students. This is to show the

importance of customer service.

Review of Related Literature

The Development of instructional material in BAP (Bread and Pastry) related to

technology by using an Artificial Intelligence Program, Technological Advancement of

BAP Instructional material and the Simulation of BAP work Environment Specially

Customer Service Counter.

Copeland (2018) said that Artificial intelligence (AI), the ability of a digital

computer or computer-controlled robot to perform tasks commonly associated with

intelligent beings. According to Adams (2016) said that anyone who is serious about

making considerable headway in business needs to understand why customer service

is so important. It's not just for all the obvious fiscal reasons. It goes far beyond that. It

delves into the very existence of who we are and why we do the things that we do.

Schneider (2017) said that The Forrester report “2017 Customer Service Trends:

Operations Become Smarter and More Strategic,” touches on the concept of pre-

emptive customer service. The report highlights that “companies will continue to explore
the power of intelligent agents to add conversational interfaces to static self-service

content.

CIOTTI (2018) said that when most business publications talk about customer

service skills, things like “being a people person” tends to take the spotlight. It’s not that

this trait is outright wrong, but it’s so vague and generic that it’s hardly a help to anyone

looking to get involved in support positions within a company, and it certainly doesn’t

help out entrepreneurs/founders who are looking for the right set of skills when hiring

the all-important folks who will be taking care of their customers.

Knye (2008) said that the development of home economics shows that the

satisfaction of people's social and economic needs has always been its broad aim

through history. Home economics focuses on the family as ecosystem and the

improvement of the individual's interaction with the environment. Effective management

of available resources in order to satisfy the food, housing and clothing needs of the

family is an important factor in the improvement of quality of life and also of the

functioning of families within the community. According to Umesh (2018) said that AI

powered customer service has picked up its fastest pace. It is a new revolution, which

every industry is working on, to transform conventional customer service into AI-

powered digital solutions and improve every aspect of customer journey including brand

awareness, product knowledge, customer acquisition, after sales support and loyalty

programs.

Schneider (2017) said that The report highlights that “companies will continue to

explore the power of intelligent agents to add conversational interfaces to static self-

service content. They will anticipate needs by context, preferences, and prior queries
and will deliver proactive alerts, relevant offers, or content. They will additionally

become smarter over time via embedded artificial intelligence.” According to

Walker(2018) said that Artificial Intelligence is currently being deployed in customer

service to both augment and replace human agents – with the primary goals of

improving the customer experience and reducing human customer service costs. While

the technology is not yet able to perform all the tasks a human customer service

representative could, many consumer requests are very simple ask that sometimes be

handled by current AI technologies without human input.

Russell & Norvig (2016) said that Artificial Intelligence (AI) is a big field, and this

is a big book. We have tried to explore the full breadth of the field, which encompasses

logic, probability, and continuous mathematics; perception, reasoning, learning, and

action; and everything from microelectronic devices to robotic planetary explorers. The

book is also big because we go into some depth. According to Huimin LuEmail

authorYujie LiMin ChenHyoungseop KimSeiichi Serikawa(2017) said that Artificial

intelligence (AI) is an important technology that supports daily social life and economic

activities. It contributes greatly to the sustainable growth of Japan’s economy and

solves various social problems.

Malhotra(2018) said that The first operational use of AI and Deep Learning AI

technologies in the Defense Intelligence Enterprise led by Project Maven and

Algorithmic Warfare Cross-Functional Team is used as a case study for illustrating how

Anticipatory Risk Analytics & MRM assume even greater significance at the

intersections of Space and Cyberspace wherein Offensive and Defensive Cyber

security strategies, such as discussed in the recent 2015 and 2016 presentations at the
Princeton Quant Trading Conference, are deployed. According to Internet

Society(2017) said that Artificial intelligence is a technology that is already impacting

how users interact with, and are affected by the Internet. In the near future, its impact is

likely to only continue to grow. AI has the potential to vastly change the way that

humans interact, not only with the digital world, but also with each other, through their

work and through other socioeconomic institutions – for better or for worse.

Morgan(2018) said that AI is a buzzword across nearly all industries, and there’s

lots of talk about how it can transform customer experience. But how can AI play a role

in customer experience, and what does it actually look like when it’s put into action? The

possibilities may be endless, but many of them boil down to three main ideas. Barbara

A. Wood, Kennesaw David Evans, Kennesaw(2018) said that the subject of artificial

intelligence (AI) is being discussed everywhere in the media. Stephen Hawking, Elon

Musk, and Bill Gates regularly sound the alarm about AI as an existential threat to

humankind. Open a newspaper, turns on the television, or log on to the internet, and

you will find a plethora of information and opinions on AI and its potential impact on

human endeavors.

Vaferi(2018) said that Toward artificial intelligence-based modeling of vapor

liquid equilibria of carbon dioxide and refrigerant binary systems Behzad Vaferi, Mostafa

Lashkarbolooki, Hossein Esmaeili, Alireza Shariati. The objective of this study is to

design and validate a highly accurate approach based on an artificial neural network

(ANN) to predict both bubble and dew point pressures of various CO2–refrigerant binary

systems in the tem-perature range of 263.15–367.30 K and pressure of 0.18–9.09 MPa.

503 Expe-rimental vapour–liquid equilibria (VLE) data of nine different CO2‑ refrigerant
binary mixtures were used for preparation, validation and testing of ANN model. The

developed ANN model correlates bubble and dew point pressure to reduced

temperature, critical pressure, acentric factor of refrigerant, and disti-bution of CO2

between the vapour and liquid phases.

Kerravala(2018) said that Customer service today is largely reactive. An

individual calls into a business’s contact center and needs to provide a wide range of

information, such as name, address, loyalty number, contact information, and a

description of the problem. According to Agawam(2018) said that AI powered customer

service has picked up its fastest pace. It is a new revolution, which every industry is

working on, to transform conventional customer service into AI-powered digital solutions

and improve every aspect of customer journey including brand awareness, product

knowledge, customer acquisition, after sales support and loyalty programs. According to

marketing gurus by 2020 more than 80% of customer service will be conducted without

engaging humans, it will be taken over by AI-powered Chatbots.

Sharma(2018) said that what separates a customer from a brand loyalist? It’s

customer service, primarily. CRM technology witnessed warm welcome (meaning

multimillion dollar investments) by enterprises because it promised automation in

customer service. Artificial intelligence takes things a few notches ahead, because it

blends “intelligence” and “automation,” putting customer service on autopilot. According

to Vishnoi(2018) said that Interestingly, about 38% of businesses have introduced the

use of artificial intelligence (AI) in their customer service department, and the number

will increase by 62% by 2018. More so, AI will lead to 10% increase in quality of

communications with customers.

 Ismail (2018) said that Artificial intelligence (AI) has been all the rage in the

customer service industry for some time now, but until recently it was hard to distinguish

hype from reality. According to TechAdvisory.org(2018) said that on the other hand, AI’s

natural language processing capabilities make it possible for businesses to deploy

computerized customer service systems that don’t require human support staff. AI-

enabled systems can ‘talk’ to customers via software similar to that of Apple’s Siri,

Google’s Alexa, and Windows’ Cortana. According to Medal (2018) said that Artificial

neural networks (ANN) are programmed to be cognizant of patterns. ANN can read

human speech and synthesize the use of specific words to identify subtle meanings in

human communication. The implications are particularly impressive once processing

speed is taken into account.

Guta (2018) said that Voice Enabled Ordering Whether it is Amazon’s Echo,

Google Home, mobile apps or other AI-enabled systems, voice activated devices are in

the homes and hands of more people. By implementing voice enabled ordering system

into your restaurant, you can receive voice and chat orders.

Oppenheimer (2018) said that Chatbots today should not be conflated with

chatbots of the past: the technology is more advanced and the customer experience is

likewise enhanced. Historically, the opportunity cost of a poor experience due to

chatbots often outweighed the cost reduction component due to ticket deflection.
 Chapter II

Methodology

Research Design

The study used the Quantitative/descriptive design research, a scientific method

which let the researchers to deserve and describe the behavior of their subject to gather

information without influencing it in anyway. This describes what exist with respect of

variables or condition in a situation means that the researchers can obtain information

concerning to the current status of the phenomena. It also precedes to give the general

overview giving some valuable pointers as to what variables are worth testing

quantitatively of which we have not previously aware. The researchers used this

research design because the research only want to know the if the Artificial Intelligence

could help the BAP students in terms of Customer Service.

Research Instrument

The researchers gathered related literature to develop of questionnaire. The

researchers used a close-ended questions questionnaire that contains different level of

acceptability in terms of aesthetic GUI (Graphic User Interface) Appearance, Efficiency,

Reliability, Usefulness, and User-friendliness.

Moreover, the gathered data would be important to determine and analyse the

acceptability of program-based Customer Service AI Trainer with four (4) aspects

mentioned above. The researchers used five-point Liker scale with verbal interpretation

such as 5 = Strongly Agree, 4 = Agree, 3 = Uncertain, 2 = Disagree, 1 = Strongly

Disagree. The scales would be presented below in chronological order.

 The acceptability of the program-based Customer Service AI Trainer to the four

aspects of the BAP students

Scale Range Interpretation

5 4.50-5.0 Strongly Agree

4 3.50-4.49 Agree

3 2.50-3.49 Uncertain

2 1.50-2.49 Disagree

1 1.00-1.49 Strongly Disagree

Survey Questionnaires:

Republic of the Philippines

Department of Education
Region IV – A CALABARZON
Division of Rizal
CAINTA SENIOR HIGH SCHOOL
Cainta, Rizal

Dear Respondents,

We the Grade 12 students of Cainta Senior High School currently conducting a

study entitled “Development of Customer Service AI Trainer for BAP (Bread and Pastry)

Students”. We would like to know the acceptability of the program-based Customer

Service AI Trainer to BAP students. Rest assured that your response and identity would

be treated with utmost confidentiality and your cooperation would highly appreciated

and would be a great help to our study.

Name :________________________________( Optional) Age: ___________________

Sections: ________________________

Direction: Please choose one answer which best represents your answer by putting a

check in the appropriate box.

( Strongly Agree(SA) = 5 ; Agree(A) = 4 ; Not Sure(NS) = 3 ; Disagree(D) = 2 ; Strongly

Disagree(SD) = 1 )
A. Aesthetic GUI(graphic User Interface) SA(5) A(4) NS(3) D(2) SD(1)
1. The icon suits the application.
2. The GUI is visually appealing.
3. The interface has appropriate font style and
font color has proper contrast on its
background.
4. The background image is relevant to theme
of the game
5.The texts are readable
B. Effectiveness SA(5) A(4) NS(3) D(2) SD(1)
1. The customer service AI trainer would help
me in terms of communicating customers.
2. The customer service AI trainer provide
different strategies that challenge my
communication skills.
3. The customer service AI would help me
exercise my communication skills while having
fun.
C. Reliability SA(5) A(4) NS(3) D(2) SD(1)
1. The customer service AI trainer provides
enough instruction on how to play the game.
2. The customer service AI trainer he rapid
typing game has consistent parts, features and
content.
3. The customer service AI trainer can help
increase my communication skills.
D. Usefulness SA(5) A(4) NS(3) D(2) SD(1)
1. The customer service AI trainer is useful.
2. The customer service AI trainer can
increase my communication skills.
3. The customer service AI trainer provides
different strategies that enhances my
communication skills.
E. User – friendliness SA(5) A(4) NS(3) D(2) SD(1)
1. The customer service AI trainer has simple
instructions that are easy to follow and
understand.
2. The customer service AI trainer has friendly
features that are easy to navigate.
3. The user interface is easy to navigate.
Sampling Procedure / Participants

The participants of this study were all the BAP Students in Cainta Senior High

School they were chosen because they are the one involves in this study. "Bread and

Pastry students could train how to cook but did not train how to communicate with

customer if they will.” The researchers had an idea that if the BAP Students could use

the AI to train them for Customer Service.

Research Locale

This study was conducted in Cainta Senior High School Located at Cainta Senior

High School located at Cainta Elementary School grounds, Brgy.San Roque, Cainta,

Rizal. The School offers two tracks and divided into different Strand. The First Track is

Academic track and the other is Technical Vocational track. The Study will be

conducted in this School to ensure the availability of BAP Students to participate in this

Study.
Data Collection Procedure

The researchers sought the permission from the school administration to perform

a survey in a way of respect towards the school where the experimentation will take

place.

After the permission was granted, the BAP students will be used the program-

based Customer Service AI Trainer for free trial. Then, researchers will proceed in

giving questionnaires to BAP students in Cainta Senior High School. Then, the

questionnaire will be retrieved from the students. The researchers will start collecting

the data from the answers of the respondents based on the questionnaires and

program. These data will be analysed and interpreted to draw conclusion and

recommendation.

Treatment of Data

The researchers will provide questionnaire checklist that will help to determine

the appropriate learnings which can be used as credible source of information.

The statistical treatment that were used are frequency, percentage, and weighted

mean. Frequency and percentage are used to analyse the data gathered from the

profile of the respondents including their age, gender.

The weighted mean is used to calculate the average value of a particular formula

set of numbers with different levels of weight. Weighted mean will be used to analyse

the data gathered from the survey questionnaires.

Statement of Definition of the Respondents Administration Questionnaire
the Problem Problem
1.Profile of the To determine Future and Personal 1. How old are you?
respondents: the basic Present HE Interview and 2. What’s your gender?
profile of the (Home Survey ☐ Male
respondents Economics) ☐ Female
Students 3. Are you a?
☐ BAP Student
☐Future HE (Home
Economics) Student

2.Design and Survey

develop Cainta
Senior High
School
Customer
Service AI
Trainer
Application for
future HE
(Home
Economics)
Students