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Journal : International Journal of Computer Technology and Science

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 Al Faruq, Muhammad Za'im Albari, Fatih Alfian Akbar Gozali Alyasyifa, Salma Anindya Prameswari Putri Djakaria Anshari, Faishal Mufied Al Ariandi, Rama Asriana Asriana, Asriana Azka Chanda Milanesta Bagaskara, Kumara Ris Panji Cahyani, Pradita Chika Enggar Puspita Chrisdiyanti, Ivania Nonita Cynthia Ayu Prayuning 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 Herdian, Hafiizh Hilman Dwi Anggana Hwang, Jun-seok I B K Widiartha Ilham Perdana Iqbal Yulizar Mukti Irfan Darmawan Jesika Damayanti Doloksaribu Jessica Inas Rasendriya Josia Fortino Pakpahan Kamil, Andhika Ihsan Kardila, Yuni Kasparov, Michael Christensen Bonar Kurniawan, Muhammad Rayhan Mardika, Jody Muhaimin, Luthfi Ahmad Muhamad Insan Taufik Muhammad Naufal Fikri Muharman Lubis Mustada, Fitrina Annisa Nabila Ramadhania Nisa, Amarila Zahratun Novanza, Alvin Renaldy Nur Ichsan Utama Nuraliza, Hilda Orvalamarva Orvalamarva, Orvalamarva Pramudia, Rudi Guna Pramuwidya, Shinta R. Rama Ahmad Waliyya Rachmadita Andreswari Rahmadania, Fitri Reihaini Fikria Bunga Oktaviani Revanda Octavian Rizqi, Nabilla Noor Rukmana, Putri Utami Saleh Hasan Badjrie Salma, Farah Sherina Sutoyo, Edi Talisman, Bryan Ronald Taufiq Hamdani Yunan Yoon, Hyoen-yeong Yulio Ferdinand Zuhairnawan, Raffi Ihza