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Journal : journal of soft computing exploration

Narrative literature review: Efficiency enhancement - user trust in chatbots as a tool for improving service quality by humans Margono, Hendro; Bastian, Devi; Faiza, Nova Auliatul
Journal of Soft Computing Exploration Vol. 5 No. 2 (2024): June 2024
Publisher : SHM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52465/joscex.v5i2.286

Abstract

Chatbots have become efficient and reliable tools for instant and real-time information dissemination. Despite their effectiveness, user trust in chatbot systems remains relatively low. A holistic approach is necessary, integrating user emotional experiences, trust-building strategies, and continuous technological refinement to maximize chatbot benefits across various sectors. This research explores the potential for selective information dissemination based on user preferences using chatbots combined with artificial intelligence. Through a narrative approach, the study reviews literature and analyzes eight articles related to chatbots' application in information dissemination. The results indicate that chatbots are efficient in providing information and can be customized for various needs, such as population services, reminder notifications, and book processing. Chatbots have the potential to enhance services and can be integrated into information systems to improve service quality. However, challenges such as reliance on high-quality data and machine learning, difficulties in understanding non-formal language or slang, and limitations in handling complex questions need to be addressed for chatbots to reach their full potential.
Co-Authors Adriansyah, Muhammad Ali Aestikani Mahani Aldo Lovely Arief Suyoso Aldo Lovely Arief Suyoso Aliffatin, Ety Subekti Anastasya, Diva Berta Arief Suyoso, Aldo Lovely Arum Karisma Nadya Lakshita Bastian, Devi Berlian Savitri Br Sihaloho, Dwi Paskah Marito Cahyani, Retno Tri Caspari, Andrean Dama Putri, Kania Dian Dwi Nur Rahmah Dwi Permana Putra Faiza, Nova Auliatul Fauziah, Salsa Fenny Nur Aprillia Fitri Mutia, Fitri Gunarti, Endang Halim, Yunus Abdul Handari Niken Anggraini Hary Supriyatno Hilwah Hilwah Imam Yuadi Indah Nur Maulidya Inriani, Sefania Wenny Eka Julian, Antoni Khithobi, Arya Teges Koko Srimulyo Lestari, Santi Dwi Desy Mahardika, Synthia Amelia Putri Maulidah, Nofiyah Meilinda Putri, Ulfa Muchammad Toyib Muhammad Mustajib Muhammad Naufal Zaafarani Muhammad Rafi Solakhudin Nadya Ananda Tri Anugrah Putri Nawwaf Faruq Adina Putra Niken Ayu Pratiwi, Bertha Nur Laili Indah Fuji Lestari Nurul Jamila Hariani Ollyvia Pujasari Anggraini Prasetyo Yuwinanto, Helmy Prasyesti Kurniasari, Meinia Putra, Yudistira Ardi Nugraha Setyawan Ragil Tri Atmi, Ragil Tri Rahayu, Marsanda Lintang Rahma, Nadhifia Shabrina Nur Rasyid, Rizka Adristi Rifa, Syafira Dila Rinanda, Tiara Disti Ronal Kamim Rosyani, Widha Seger Handoyo Setiadi, Yusuf Setiyarini, Melina Dewi Sheikh Adnan Ahmed Usmani Shinta Nur Hasanah Soegiono, Agie Nugroho Soesantari, Tri Sugihartati, Rahma Suharbi, Muhammad Akbar Syaidatul Fiza Ma'arif Tondang, Edoardo Vivia Adriyanti, Elvetta Windrasari, Shella Norma Yasmina Sholihatunnisa Yuwinanto, Helmy Prasetyo