Article Per Year (5 Year)
p-Index From 2020 - 2025
4.902
P-Index
This Author published in this journals
All Journal ITEj (Information Technology Engineering Journals) Jurnal Ilmiah KOMPUTASI Jurnal Mirai Management JOIV : International Journal on Informatics Visualization JITTER (Jurnal Ilmiah Teknologi Informasi Terapan) Jurnal Sisfokom (Sistem Informasi dan Komputer) JURTEKSI Jurnal Sistem Cerdas JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) Jurnal Teknik Informatika (JUTIF) eProceedings of Engineering The Indonesian Journal of Computer Science International Journal of Computer Technology and Science
Oktariani Nurul Pratiwi
Telkom University
Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Mathematics Mechanical Engineering

Published : 37 Documents Claim Missing Document
Claim Missing Document
Check
Articles

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

 1 
A Systematic Literature Review on AI and NLP Applications for Customer Support Automation and Digital Service Yulio Ferdinand; Muharman Lubis; Oktariani Nurul Pratiwi
International Journal of Computer Technology and Science Vol. 2 No. 4 (2025): International Journal of Computer Technology and Science
Publisher : Asosiasi Riset Teknik Elektro dan Infomatika Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijcts.v2i4.317

Abstract

This study presents a Systematic Literature Review on Artificial Intelligence (AI) and Natural Language Processing (NLP) applications for customer support automation and digital service optimization. The review follows the PRISMA framework to ensure methodological rigor and transparency, focusing on literature published between 2020 and 2025 from the Scopus database. The findings reveal that AI-driven technologies, including Machine Learning, Deep Learning, and Large Language Models, have significantly improved efficiency, response time, and customer satisfaction in customer support and digital service. Common NLP applications include sentiment analysis, ticket classification, and automated response generation. Among these, hybrid and transformer-based models demonstrate superior accuracy and contextual understanding compared to traditional algorithms. However, several challenges persist, including data quality limitations, privacy and security concerns, algorithmic bias, and linguistic ambiguities such as sarcasm and negation. Moreover, issues related to trust and ethical adoption continue to influence user acceptance of AI systems. This review provides a comprehensive synthesis of current methodologies, trends, and research gaps, offering insights for future studies to develop explainable, secure, and human-centered AI systems that enhance the sustainability and transparency of digital customer support services.
Co-Authors Adnyana, I Gusti Ngurah Bagus Putra Agustiana, Nathifa Alyasyifa, Salma Anindya Prameswari Putri Djakaria Anshari, Faishal Mufied Al Ariandi, Rama Asriana Asriana, Asriana Bagaskara, Kumara Ris Panji Cahyani, Pradita Chika Enggar Puspita Chrisdiyanti, Ivania Nonita Deden Witarsyah Deden Witarsyah Djakaria, Anindya Prameswari Putri Eflin Trinova Limbong Fa'rifah, Riska Yanu Fa'rifah, Riska Yanua Fakhrurroja, Hanif Faqih Hamami Fazrin, Fadhilah Firzania, Heidea Yulia Gosal, Yose Thimothy Hadwirianto, Muhammad Raihan Hanid, Wihda Sifwi Hilman Dwi Anggana Hwang, Jun-seok I B K Widiartha Iqbal Yulizar Mukti Irfan Darmawan Kamil, Andhika Ihsan Kardila, Yuni Kasparov, Michael Christensen Bonar Kurniawan, Muhammad Rayhan Mardika, Jody Muhaimin, Luthfi Ahmad Muharman Lubis Mustada, Fitrina Annisa Nisa, Amarila Zahratun Novanza, Alvin Renaldy Nur Ichsan Utama Nuraliza, Hilda Orvalamarva Pramudia, Rudi Guna Pramuwidya, Shinta Rachmadita Andreswari Rukmana, Putri Utami Saleh Hasan Badjrie Sutoyo, Edi Talisman, Bryan Ronald Yoon, Hyoen-yeong Yulio Ferdinand