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Mungkap Mangapul Siahaan
Universitas Internasional Batam
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Journal : Journal of Computer Science and Technology Application

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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 , Loren Adi Ahmad Gunawan Ahmad Mawardi Lubis Aklani , Syaeful Anas Andik Yulianto Anita Panjaitan Anita Sitanggang Annisya Putri Nadhia Anton Luvi Siahaan Apriani Sijabat Ariq Bimantoro Balinda Oca Rosalia Basar Lolo Siahaan Bertaria Sohnata Hutauruk Canni Loren Sianturi Chandra, Jefriyanto Christian, Yefta Christopher Harsana Jasa Daniel Arnoldi Gultom Darius Angtony David Gordon Gultom Dedy Susanto Deli Dewi, Syasya Tri Puspita Edwards, John Eka Setiawati Eryc, Eryc Febri Yanti Firmansyah, Muhamad Dody Firmansyah, Muhammad Dody Fitri May Danthi Saragih Frank Lurich Gabriella Clarisa Silaban Glorya Natalia Rohani Napitupulu Gultom, Erwin Geovanis Hafizh akmal Haloho, Uci Nursanty Handyca Yeng Hansvirgo Hendi Che Heppy Theresia Sitompul Herna Febrianty Sianipar Herna Febrianty Sianipar Hisar Marulitua Manurung Hutagaol, Yevana Arthika Hutahaean, David Togi Hutahaean, Grace Saurma Indasari Deu Irene Adryana Nababan Jason Angelo Ong Jennifer Jennifer Jocelyn Jocelyn Julia Julia Justin Justin Kelvin Kelvin Kurniawan Kenidy, Ryan Kevin Anderson Kevin William Andri Siahaan Khomali, Carlos Justin Kristiani Siagian Kristina Vaher Leonita Maria E Manihuruk Liang, Suwarno Lie, Joen Lim, Tevin Lim, Vincent Lorenz, Chintya Marbun, Lastri Evati Mori Maret Ningsihermina Sihombing Maryanto Saragih Maulana, Azhar Meilani Sidabutar Melda Veby Ristella Munthe Melissa Valentino Rosiana Mely Christi Sihotang Mikhael Chendra Muhamad Dody Firmansyah Muhammad Dody Firmansyah Muhammad Ridho Alfarizi Muhammad Sulton Maulana Nababan, Irene Adryana Nainggolan, Lonatasya Sevari Napitupulu, Selviana Novita Forena Simanungkalit Oktaviani, Katherine Oktavina Oktavina 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 Rendhika Adyatama Restu Maulana Nashuha Ricky Hartanto Rosalia, Balinda Oca Roy Valentino Chandra Ryan Kenidy Ryan Kenidy Sabariman Sabariman Sabariman Sabariman Sama, Hendi Samosir, Hottua Sanggam Magda Lasmaria Siahaan Sanggam Siahaan Satria Lim Sebastian, Rizky Setia Oktaviana Sirait Setiawan Joddy 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, Fredian 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 Sudy Sumiati Butar-Butar Sunarjo, Richard Andre Sunoto Suwarno Liang Suwarno Suwarno Suwarno Suwarno Syaeful Anas Aklani, Syaeful Syahputra, Bayu Syasya Tri Puspita Dewi Taai, Derwin Tamba, Dian Winda Tambunan, Betty Jeniari Tambunan, Marlina Agkris Terizla, Rizky Fredrin Tevin Lim Theresia Monika Siahaan Thesalonika, Emelda Tiarma Intan Marpaung Tjahyadi, Surya Toktar Kerimbekov TRI SUSANTI Vanessa, Nancy Vendhy Vendhy Vincent Octarian Vianto Wahid, Syahrul MuArif Wahyu Yudianto Wenky, Wenky Wijaya, Ricky Wijaya Wilson Wilson Yanti kristina Sinaga Yeng, Handyca Yeni Enjela Sianturi Yulsen Yulsen, Yulsen Zulkarnain Zulkarnain Zulkarnain