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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) Technomedia Journal Aptisi Transactions on Management Aptisi Transactions on Technopreneurship (ATT) ADI Journal on Recent Innovation (AJRI) PREPOTIF : Jurnal Kesehatan Masyarakat CICES (Cyberpreneurship Innovative and Creative Exact and Social Science) Enrichment : Journal of Management Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) ADI Bisnis Digital Interdisiplin (ABDI Jurnal) IAIC Transactions on Sustainable Digital Innovation (ITSDI) Jurnal Manajemen Retail Indonesia (JMARI) ADI Pengabdian kepada Masyarakat Jurnal (ADIMAS Jurnal) Transekonomika : Akuntansi, Bisnis dan Keuangan Startupreneur Business Digital (SABDA Journal) Inkubis: Jurnal Ekonomi dan Bisnis Journal Research of Social Science, Economics, and Management Equivalent: Jurnal Ilmiah Sosial Teknik Journal of Economics and Management Scienties International Transactions on Education Technology (ITEE) International Transactions on Artificial Intelligence (ITALIC) Journal of Computer Science and Technology Application
Sunarjo, Richard Andre
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Religion Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Public Health Social Sciences Other

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Journal : Journal of Computer Science and Technology Application

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The Role of Natural Language Processing in Enhancing Chatbot Effectiveness for E-Government Services Siahaan, Mungkap Mangapul; Sunarjo, Richard Andre; Sebastian, Rizky; Wahid, Syahrul Muarif
CORISINTA Vol 2 No 1 (2025): February
Publisher : Pandawan Sejahtera Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33050/corisinta.v2i1.71

Abstract

The rapid digital transformation of public administration has led to the adoption of (B) Natural Language Processing (NLP)-powered chatbots to enhance the accessibility, efficiency, and responsiveness of (O) e-government services. However, despite their increasing deployment, many government chatbots still struggle with intent recognition, response accuracy, multilingual processing, and user engagement, limiting their effectiveness. This study investigates (M) the role of NLP in improving chatbot performance within e-government services by evaluating four case studies: Ask Jamie (Singapore), UK Government Digital Assistant, MyGov Corona Helpdesk (India), and Gov.sg Chatbot. Using a mixed-methods approach, this research assesses chatbot effectiveness based on accuracy, response time, query resolution rate, and user satisfaction metrics. The findings indicate that (R) NLP-driven chatbots significantly outperform rule-based systems, with higher accuracy (up to 89%), faster response times (~2.1 seconds), and improved query resolution rates (92%), demonstrating their capacity to automate public service delivery efficiently. However, key challenges remain, including bias in NLP models, data privacy concerns, and the difficulty of integrating NLP chatbots into legacy IT infrastructures. Additionally, multilingual processing remains a limitation, affecting inclusivity for diverse populations. To overcome these challenges, this study proposes advancements in adaptive NLP models, real-time learning algorithms, ethical AI frameworks, and blockchain-based security solutions to ensure fair, secure, and transparent chatbot interactions in digital governance. These findings contribute to the growing body of research on AI-driven public service automation and highlight the potential of NLP to enhance (C) citizen-government interactions, reduce administrative burdens, and improve trust in e-government platforms. Future research should focus on bias mitigation, improving multilingual NLP capabilities, and integrating AI ethics into chatbot governance frameworks to ensure sustainable, scalable, and citizen-centric e-government chatbot solutions.
Co-Authors Abbas, Maulana Al-Kamari, Omar Arif Alwiyah Alwiyah Anjani, Sheila Aulia Apriliasari, Dwi Aprillia, Ariesya Ardi Ardi Ardi Arif Andika Awhina, Ridan Ahsani Te Aziz, Lukmanul Hakim Baedowi, Hikmal Berlianto, Margaretha Pink Bist, Ankur Singh Catherin, Febrina Claudia Chandra Kuswoyo Choi, Lee Kyung Delila Delima, Eva Lisna Dwi Andayani, Dwi Fitkarani, Ory Laras Fitriani, Gaby Gelar Gelora Mestika Gulo, Nitema Hua, Chua Toh Ilham, Muhammad Ghifari Irma Shantilawati Jonathans, Sudrajat Khairunnisa, Novita Khanza, Aulia Kho, Ardi Kristiawan, Allen Mailangkay, Merry Mersia Gristie Maria, Lily Marviola Hardini Maulana, Sabda Meria, Lista Mochamad Heru Riza Chakim Moyo, Kgomotso Muhamad Rizki Muhammad Yusup Mungkap Mangapul Siahaan Muthohharoh, Viera Dzakiyyah Natalia, Elisa Ananda Naurah, Syahla Ninda Lutfiani Novitasari, Dewiana Palupi Meilani, Yohana F. Cahya Pandia, Nadia Erlikasna B. R. Parker, Jonathan Partogi, Chris Periyanto, Toni Phetorant, DJ. Dimas Po Abas Sunarya Pujangga, Akbar Maulana Pujiati, Tri Purba, Stefanus Raditya Purnama, Ika Yuni Putri, Mitra Trima Dessincer Qurotul Aini Radhika, Raka Daniswara Rahardja, Fransisca Rakhmansyah, Mohamad Ramdani, Muhammad Riani Rachmawati Richard Evans Riskhandini, Dinda Putri Robert, Dariari Rozi, Achmad Rufi'i Rusilowati, Umi Samuel, Sylvia Saskia Putri, Raditya Sasono, Ipang Sebastian, Rizky Shepard, Anjani Siahaan, Theo Rizaldy Simowibowo, Suryana Litana Somadinata, Nurul Irba Suri, Oryza Intan Surya Wuisan, Dewi Sri Suryari Purnama Teresia, Monika Toh Hua, Chua Untung Rahardja Wahid, Syahrul MuArif Wandanaya, Anita Bawaiqki Wijaya, Rizky Charles Wuisan, Dewi