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All Journal Seminar Nasional Aplikasi Teknologi Informasi (SNATI) Jurnal Teknik ITS IPTEK Journal of Proceedings Series IPTEK The Journal for Technology and Science TELKOMNIKA (Telecommunication Computing Electronics and Control) Prosiding Seminar Nasional Sains Dan Teknologi Fakultas Teknik Jurnal Ilmiah Kursor Prosiding SNATIF Jurnal Teknologi Informasi dan Ilmu Komputer International Journal of Advances in Intelligent Informatics Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Jurnal Elektronika dan Telekomunikasi CYCLOTRON Jurnal Informatika dan Sistem Informasi Aiti: Jurnal Teknologi Informasi JAREE (Journal on Advanced Research in Electrical Engineering) Jurnal Nasional Teknik Elektro dan Teknologi Informasi Bulletin of Social Informatics Theory and Application
Surya Sumpeno
Departemen Teknik Elektro, Fakultas Teknologi Elektro, Institut Teknologi Sepuluh Nopember Jl. Raya ITS, Sukolilo, Surabaya, Jawa Timur, 60111
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Electrical & Electronics Engineering Energy Engineering Social Sciences

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Journal : Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi)

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Improving Government Helpdesk Service With an AI-Powered Chatbot Built on the Rasa Framework Sasmita, Wirat Moko Hadi; Sumpeno, Surya; Rachmadi, Reza Fuad
Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Vol 9 No 2 (2025): April 2025
Publisher : Ikatan Ahli Informatika Indonesia (IAII)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29207/resti.v9i2.6293

Abstract

Helpdesk services are an important component in supporting Information Technology (IT) services. The helpdesk operates as the initial interface for managing and resolving concerns. Helpdesk helps user to get solutions when facing problems while using an IT service. This research focuses on the impact of artificial intelligence (AI)-powered chatbots on the performance of the initial response of government helpdesk services. The chatbot is designed to improve service performance by quickly identifying and classifying reported issues and automatically responding to messages, enabling faster responses. The research proposed a new System Design of a helpdesk system with an AI-based chatbot. The data used comes from Telegram group chat logs, exported in JSON format. We find that the Rasa NLU model with DIET Classifier successfully achieved an accuracy rate of 0.825 in classifying intents, with the precision value of 0.838, recall of 0.829, and F1 score of 0.821 using a Rasa model with cross-validation, where folds is 5 in evaluation. And initial response time was highly improved after using chatbot artificial intelligence from more than 3 hours on the telegram group helpdesk based to an average of 2.15 seconds. These research results suggest AI-Chatbot-based ability to assist the helpdesk team in handling user queries and reports, and improving initial time response.
Co-Authors Achmad Affandi Adri Gabriel Sooai Adriel Ferdianto Agung Mega Iswara Ahmad Fathur Muhtadin Amalia, Siska Arda Surya Editya Arifin Arifin Arifin Arifin Arry Maulana Syarif Aryo Nugroho Aryo Nugroho Atyanta Nika Rumaksari Atyanta. N. Rumaksari Chandra Achmad Fauzi Chandra Eko Wahyudi Utomo Chastine Fatichah Choirina, Priska Choirina, Priska Christyowidiasmoro Christyowidiasmoro Diana Purwitasari Eko Mulyanto Yuniarno Endang Setyati Esther Irawati Setiawan Faiz Fathur Rahman Fanani, Nurul Zainal Fuad Rachmadi, Reza Gary Almas Samaita Grace Elva Averina Gunawan Herti Miawarni Herti Miawarni Herti Miawarni Herti Miawarni, Herti Hidayatillah, Rumaisah Holik, Nur Muhamad Hosyi’ah Rusdiana Iskandar Dzulkarnain Istas Pratomo, Istas Joan Santoso Khamid Khamid Khamid Khamid Lukman Hakim Lukman Zaman M Mahaputra Hidayat Matahari Bhakti Nendya, Matahari Bhakti Mauridhi Hery Mauridhi Hery Purnomo Mauridhi Hery Purnomo Maydlinne Liudyvia Mochamad Hariadi Muhammad Rifqi Mukhtar Muhtadin Muhtadin Nova Rijati Nurul Fadillah Nurul Zainal Fanani P., Mauridhy Hery Putra Wisnu AS Rachmadi, Reza Fuad Restuadi Studiawan Rosiani, Ulla Delfana Rumaisah Hidayatillah Sasmita, Wirat Moko Hadi Setijadi, Eko Supeno Mardi Susiki Nugroho, Supeno Mardi Tanisha Amalia Putri Ulla Delfana Rosiani Yosi Kristian Zahara, Soffa Zaini, Ahmad Zaman, Lukman