Article Per Year (5 Year)
p-Index From 2020 - 2025
7.444
P-Index
This Author published in this journals
All Journal EDUTECH: Jurnal Ilmu Pendidikan dan Ilmu Sosial AL ISHLAH Jurnal Pendidikan Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Basicedu Journal of Education Technology Aptisi Transactions on Technopreneurship (ATT) SALTeL Journal (Southeast Asia Language Teaching and Learning) Bahastra: Jurnal Pendidikan Bahasa dan Sastra Indonesia Jurnal Pendidikan dan Konseling Abdimas Galuh : Jurnal Pengabdian Kepada Masyarakat Community Development Journal: Jurnal Pengabdian Masyarakat BERNAS: Jurnal Pengabdian Kepada Masyarakat JURNAL PENDIDIKAN SAINS SOSIAL DAN AGAMA Mitra Mahajana: Jurnal Pengabdian Masyarakat International Journal of Multidisciplinary: Applied Business and Education Research Dharmas Education Journal (DE_Journal) Edu Cendikia: Jurnal Ilmiah Kependidikan Nama jurnal : International Journal of Education and Humanities International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Joong-Ki : Jurnal Pengabdian Masyarakat KOMMAS: Jurnal Pengabdian Kepada Masyarakat Jurnal Basicedu Jurnal Ilmu Pendidikan dan Sosial Mamangan Social Science Journal Jurnal MENTARI: Manajemen, Pendidikan dan Teknologi Informasi Indonesian Research Journal on Education Innovative: Journal Of Social Science Research TOFEDU: The Future of Education Journal Jurnal Ilmiah Research Student Jurnal Sains Student Research Cendikia Pendidikan Joong-Ki Bilingual : Jurnal Pendidikan Bahasa Inggris JURNAL PENDIDIKAN BAHASA Pengembangan Penelitian Pengabdian Jurnal Indonesia (P3JI) Pande Nami Jurnal (PNJ) Joong-Ki Journal of Computer Science and Technology Application
Mungkap Mangapul Siahaan
Faculty Of Teacher Training And Education, HKBP Nommensen Pematangsiantar University, Indonesia, Indonesia
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Neuroscience Nursing Physics Public Health Social Sciences Veterinary Other

Published : 52 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : Journal of Computer Science and Technology Application

 1 
The Role of Natural Language Processing in Enhancing Chatbot Effectiveness for E-Government Services Siahaan, Mungkap Mangapul; Sunarjo, Richard Andre; Sebastian, Rizky; Wahid, Syahrul Muarif
CORISINTA Vol 2 No 1 (2025): February
Publisher : Pandawan Sejahtera Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33050/corisinta.v2i1.71

Abstract

The rapid digital transformation of public administration has led to the adoption of (B) Natural Language Processing (NLP)-powered chatbots to enhance the accessibility, efficiency, and responsiveness of (O) e-government services. However, despite their increasing deployment, many government chatbots still struggle with intent recognition, response accuracy, multilingual processing, and user engagement, limiting their effectiveness. This study investigates (M) the role of NLP in improving chatbot performance within e-government services by evaluating four case studies: Ask Jamie (Singapore), UK Government Digital Assistant, MyGov Corona Helpdesk (India), and Gov.sg Chatbot. Using a mixed-methods approach, this research assesses chatbot effectiveness based on accuracy, response time, query resolution rate, and user satisfaction metrics. The findings indicate that (R) NLP-driven chatbots significantly outperform rule-based systems, with higher accuracy (up to 89%), faster response times (~2.1 seconds), and improved query resolution rates (92%), demonstrating their capacity to automate public service delivery efficiently. However, key challenges remain, including bias in NLP models, data privacy concerns, and the difficulty of integrating NLP chatbots into legacy IT infrastructures. Additionally, multilingual processing remains a limitation, affecting inclusivity for diverse populations. To overcome these challenges, this study proposes advancements in adaptive NLP models, real-time learning algorithms, ethical AI frameworks, and blockchain-based security solutions to ensure fair, secure, and transparent chatbot interactions in digital governance. These findings contribute to the growing body of research on AI-driven public service automation and highlight the potential of NLP to enhance (C) citizen-government interactions, reduce administrative burdens, and improve trust in e-government platforms. Future research should focus on bias mitigation, improving multilingual NLP capabilities, and integrating AI ethics into chatbot governance frameworks to ensure sustainable, scalable, and citizen-centric e-government chatbot solutions.
Co-Authors Anita Panjaitan Anita Sitanggang Anton Luvi Siahaan Apriani Sijabat Basar Lolo Siahaan Bertaria Sohnata Hutauruk Canni Loren Sianturi David Gordon Gultom Edwards, John Eka Setiawati Febri Yanti Fitri May Danthi Saragih Gabriella Clarisa Silaban Glorya Natalia Rohani Napitupulu Haloho, Uci Nursanty Heppy Theresia Sitompul Herna Febrianty Sianipar Herna Febrianty Sianipar Hisar Marulitua Manurung Hutagaol, Yevana Arthika Hutahaean, David Togi Hutahaean, Grace Saurma Kevin William Andri Siahaan Kristiani Siagian Leonita Maria E Manihuruk Marbun, Lastri Evati Mori Maret Ningsihermina Sihombing Maryanto Saragih Meilani Sidabutar Melda Veby Ristella Munthe Mely Christi Sihotang Nababan, Irene Adryana Nainggolan, Lonatasya Sevari Napitupulu, Selviana Novita Forena Simanungkalit Pane, Eva Pratiwi PANJAITAN, MUKTAR B Partohap S. R Sihombing, Partohap S. R Partohap Sihombing Pasaribu, Sunggul Purba, Christian Neni Purba, Johannes Riscy Purba, Rudiarman Purba, Yoel Octobe Samosir, Hottua Sanggam Magda Lasmaria Siahaan Sanggam Siahaan Sebastian, Rizky Siahaan, Basar Lolo Siahaan, Rina Devi Siahaan, Theresia Monika SIANTURI, TAMBOS AUGUST Sibagariang, Susy Alestriani Sibarani, Ega Putri Sani Sidabutar, Ropinus Sihombing, Santa R Silitonga, Immanuel Douglas Silvia Torong Simangunsong, Anita Debora Br. Simanjuntak, Harry Cristofel Simatupang, Leo Fernando Sinaga, Asima Rohana Sinaga, Asima Rohani Sinaga, Christa Voni Roulina Sinaga, Lambok Hasudungan Pratama Yuda Sinurat, Bloner Sirait, Esti Marlina Sirait, Jumaria Sirait, Setia Oktaviana Siska Natalia Situmeang Sitorus, Ester Sumiati Butar-Butar Sunarjo, Richard Andre Tamba, Dian Winda Tambunan, Betty Jeniari Tambunan, Marlina Agkris Terizla, Rizky Fredrin Theresia Monika Siahaan Thesalonika, Emelda Tiarma Intan Marpaung Wahid, Syahrul MuArif Yanti kristina Sinaga Yeni Enjela Sianturi