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All Journal TEKNIK INFORMATIKA JIK Jurnal Ilmu Komputer Jurnal Ilmiah Teknik Elektro Komputer dan Informatika (JITEKI) Proceeding SENDI_U Jurnal Komputasi Seminar Nasional Teknologi Informasi Komunikasi dan Industri IKRA-ITH Informatika : Jurnal Komputer dan Informatika Sebatik Jurnal Pengabdian Masyarakat AbdiMas Simtek : Jurnal Sistem Informasi dan Teknik Komputer Aptisi Transactions on Management Aptisi Transactions on Technopreneurship (ATT) CCIT (Creative Communication and Innovative Technology) Journal Progresif: Jurnal Ilmiah Komputer ADI Journal on Recent Innovation (AJRI) JATI (Jurnal Mahasiswa Teknik Informatika) ICIT (Innovative Creative and Information Technology) Journal Journal Sensi: Strategic of Education in Information System Jurnal Sistem Komputer & Kecerdasan Buatan Jurnal Abdi Insani Journal of Applied Data Sciences IAIC Transactions on Sustainable Digital Innovation (ITSDI) Jurnal Abdimas Indonesia : Jurnal Abdimas Indonesia ADI Pengabdian kepada Masyarakat Jurnal (ADIMAS Jurnal) Bulletin of Computer Science Research Jurnal Minfo Polgan (JMP) Startupreneur Business Digital (SABDA Journal) Jurnal MENTARI: Manajemen, Pendidikan dan Teknologi Informasi Prosiding Seminar Nasional Rekayasa Teknologi Industri dan Informasi ReTII International Transactions on Education Technology (ITEE) Scientica: Jurnal Ilmiah Sains dan Teknologi Journal of Innovative and Creativity Blockchain Frontier Technology (BFRONT) International Transactions on Artificial Intelligence (ITALIC)
Riya Widayanti
Sistem Informasi, Universitas Esa Unggul
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Journal : Bulletin of Computer Science Research

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Pemanfaatan Artificial Intelligence Dalam Implementasi Chatbot Helpdesk untuk Mendukung Layanan TIK Publik pada Instansi Pemerintahan Kartini, Kartini; Malabay, Malabay; Widayanti, Riya
Bulletin of Computer Science Research Vol. 5 No. 5 (2025): August 2025
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/bulletincsr.v5i5.769

Abstract

Public services in many government institutions are still traditional, characterized by slow processes, bureaucracy, and limited working hours. This condition makes it difficult for the public to obtain information quickly and accurately. This study aims to analyze the utilization of Artificial Intelligence (AI) in the form of chatbots as a digital innovation to improve the quality, efficiency, and accessibility of public services. The research method used is a qualitative approach through literature review, observation, and interviews with ICT Public Service staff or employees at government agency, as well as users from the community. The research findings, as presented in Table 1 in Discussion sub-chapter 3.4, show that chatbots are able to provide instant and consistent responses, operate more efficiently (saving human resources and time), respond within one minute (real-time, 24/7), support automation, and reduce the workload of government officials through interactive services available around the clock. However, key challenges remain, including limitations in natural language understanding, data security issues, and user resistance to new technologies. With appropriate development strategies and attention to digital literacy among citizens, AI-based chatbots have the potential to become an effective solution in supporting the transformation of public services toward smart, transparent, and citizen-oriented governance.
Co-Authors Achmad Benny Mutiara Adi Widiantono Agustinus Teiretius Bebi Ahmad Fuad Al-Farouqi, Kamal Arif Alivia Yulfitri Amal, Muhammad Fatikhul Ananda, Muhammad Rizqy Ananda, Nadaa Septya Dwi Andreas, Ryan Anggy Giri Prawiyogi Ari Pambudi Aropria Ria Saulina Panjaitan Aryantoro, Muhammad Bima Avinanta Tarigan Avinanta Tarigan Aziz Samudra, Rangga Azizah, Anik Hanifa Azizah, Anik Hanifatul Budi Tjahjono Debi Irawan Dedeh Supriyanti Deva Rivelino Duta Liana Ellen Dolan Felix Sutisna Fitra Putri Oganda Fitra Putri Oganda Gerry Firmansyah Hani Dewi Ariessanti Harahap, Eka Purnama Harlinda Syofyan Hendra Bratanata Holder Simorangkir Holder Simorangkir Ita Sari Perbina Manik Julianingsih, Dwi Kareena Futri Ramadhani Kartini . Kartini Kartini kartini kartini Kartini Kartini kartini, kartini Khaerina, Mutia Fauzi Laksana, Ryan Putra Lestari, Gilda Nadia Vianda Lista Meria M Bahrul Ulum, M Bahrul Maemonah, Maemonah Malabay Malabay Malabay Malabay Malabay Malabay Malabay, Malabay Maratis, Jerry Maryanti, Tatik Maulana Fajar Lazuardi Mochamad Heru Riza Chakim Muhamad Bahrul Ulum Muhamad Hadi Arfian Ninda Lutfiani Nizirwan Anwar Noviandi Noviandi Nuche, Asher Nusandari, Karina Dewi Pramudito, Eko Sigit Prasetiyo, Wildan Guretno Primasatria Edastama Primasatria Edastama Putra, Alwan Abiyu R M Salahudin Rahanar, Abdul Fatah Ramadhan, Iksan Renaldy Hiunarto Rian Adi Pamungkas Riandana Aryaguna, Novan Rizqullah Al-Baihaqi, Miftahul Fikri Sabda Maulana Santoso, Nesti Anggraini SARASWATI, RIA Setyowardhani, Tasya Shofiyul Millah Simorangkir, Holder Sinaga, Robby Sugiyanti, Sri Dewi Suryari Purnama Suryari Purnama Suryari Purnama Sutrisno, Sutrisno Tatik Mariyanti Thedy, Alvian Untung Rahardja Widhy Setyowati Williams, Alexander Willson, Jett Lee Yayat, Asep Yulhendri Yulhendri Yuliati - Yunita Fauzia Achmad