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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 Abdullah Muhammad, Hasan Abdulmana, Sahidan Achmad Rafi Addini Firdaus, Fitri Adillah, Muhammad Fauzan Nur Adinda Laras Ayu Adityas Widjajarto Agus Ambarwari Agustiana, Nathifa Ahmad Musnansyah Akbar Habib Buana Wibawa Putra Akbar Nurwahyu Arifin Putra Al Khowarizmi Ali Nurdin Ali Nurdin Alqahtani, Raied Ali Alvan Kamal Amanah, Raisyah Nurul Amri Amri Amril, Salsabila Zahrani Annastasia, Syifa Anuraga, Rahadhitya Artamevia, Mima Asriana Asriana, Asriana Asti Amalia Nur Fajrillah Ayu, Adinda Laras Bayuwindra, Anggera Budianto, Farhan Alif Budianto, Setyo Constantino, Matias Garcia Deden Witarsyah Dika, Dafa Dinda Bayu Rama Dila, Revyolla Ananta Dinayatullah, Ledi Dini Handayani, Dini Dini Oktarina Dwi Handayani DM, Burhanis Sulthan Dwi Hary Sandy, Muhammad Dzakiyyah Al Kaazhim Edwinsyah, Muhammad Ega Mardoyo Ega Mardoyo Erlangga, Faezal Fadilah, Zikri Fakhrurroja, Hanif Fansyah, Egi Al Farhana Zahra Farid Farid, Farid Farma, Junia Fasya, Muhammad Haikal Fathia, Dhiya Fauzan, Ratandi Ahmad Faza, Sharfina Febriyani, Widia Firdaus, Taufiq Maulana Fitrah Khairi Fitriyana Dewi Fonna, Rizki Putri Nurita Gabriel Ardi Hutagalung Garcia-Constantino, Matias Ghifari, Muhamad Yazid Gunawan, Dian Habibi Ramdani Safitri Hafiizh Maulana Halim, Hendra Harefa, Hafid Rahman Hermawan, Fairuz Fernanda Hikmah Adwin Adam Humairo, Annisa Idham Kamil Ikbar, Thoriq Ikhlas Fuad Zamzami Ikhsan, Alif M. Ilham Ramadhan Nasution Iqbal Santosa Iqbal Yulizar Mukti Irvan, Irvan Jihan Audia Mulya Julham Julham Julham Julham Kahirul Umam, Irhan Kamal, Alvan Kartini, Ani Laily Indaryani Lubis, Arif Ridho Lubis, Fahdi Saidi Lukman Abdurrahman Lukmanul Hakim Lukmanul Hakim M. K. Rizal Syahputra M. Shabri Abd. Majid Matias Garcia Constantino Matias Garcia-Constantino Mhd Faris Pratama Mima Artamevia Mira Kartiwi Mochamad Hariadi Mochamad Yudha Febrianta Muhammad Dwi Hary Sandy Muhammad Haikal Fasya Muhammad Luthfi Hamzah Muhammad Mahendra Muhammad, Hasan Abdullah Muhdiantini, Cindy Mukti, Iqbal Mukti, Iqbal Yulizar Mulhartono, Tomi Muttaqin, Alif Noorachmad Nabiel Muhammad Al Ghazali Naufal Wirawan, Muhammad Neca Aqila Nelsa, Putri Nguyen Kieu Trang Ni Made Purnami Noorachmad Muttaqin, Alif Nur Ichsan Utama Nurlina, Eka Nurma Sari, Nurma Nuryatno, Edi Triono Nusantara, Abdul Hakim Satria Oktariani Nurul Pratiwi Paradita, Anggraeni Xena Parameswari, Sang Dara Paramita, Paramita Possumah, Mercy Kristina Pradana, Vega Putra Prahastiwi, Narita Ayu Prajaya, Fannzy Bayu Askar Prayoga, Danar Prayudani, Santi Putri Luthfiah Harmaya Qadhli Jafar Adrian R. Wahjoe Witjaksono Rafi, Achmad Rafian Ramadhani Rafian Ramadhani Rafsanjani, Rayhan Rafael Rahadhitya Anuraga Raharjo, Adi Rahmat Fauzi Rahmat Mulyana Rahmat, Hadian Raied Ali Alqahtani Rakan, Raihan Ramadhan, Yumna Zahran Ramadhani, Rafian Rayhan Rafael Rafsanjani Romi Fadillah Rahmat Sadewa, Rizki Sahidan Abdulmana Sandy, Muhammad Dwi Harry Sandy, Muhammad Dwi Hary Sarah Purnamawati Satria Nusantara, Abdul Hakim See, Tan Lian Shaffiei, Zatul Alwani Shafira Fatimah Azzahra Silvia, Vivi Sinung Suakanto Siregar, Fachrul A Sonny Zulhuda Supeno Mardi Susiki Nugroho, Supeno Mardi Susetyo Bagas Bhaskoro Syah, M. Edwin Syahrizal, Teuku Muhammad Taufiq Carnegie Dawood Thamrin, Daffa Shidqi Thoriq Ikbar Tien Fabrianti Kusumasari Trang, Nguyen Kieu Umar Yunan Kurnia Septo Hediyanto Umuri, Khairil Vega Putra Pradana Vreseliana Ayuningtyas Wihayanti, Titik Wirawan, Muhammad Naufal Yani, Mega Fitri Yulio Ferdinand Yuyun Yusnida Lase Zamzami, Ikhlas Fuad Zulkifli Zulkifli