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All Journal El-Mujtama: Jurnal Pengabdian Masyarakat
Nailussa’ada, Nailussa’ada
Unknown Affiliation
Religion Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences

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Pengembangan dan Implementasi Chatbot Pelayanan Masyarakat Berbasis Dialogflow di Kelurahan Gebang Putih Surabaya Nailussa’ada, Nailussa’ada; Martono, Hero Yudo; Yunanto, Andhik Ampuh; Wibowo, Prasetyo; Santoso, Dian Septiani; Prasetyaningrum, Ira; Humaira, Fitrah Maharani; Khoirunnisa, Asy Syaffa; Alfaqih, Wildan Maulana Akbar; Al Falah, Adam Ghazy
El-Mujtama: Jurnal Pengabdian Masyarakat  Vol. 5 No. 1 (2025): El-Mujtama: Jurnal Pengabdian Masyarakat
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmujtama.v5i1.6262

Abstract

Residents of Gebang Putih, Surabaya, often face challenges in accessing administrative information, such as procedures for creating ID cards, updating family data, and registering for marriage. To address these issues, a chatbot based on Dialogflow was developed and integrated with the Telegram platform and a mobile application called Kagapi. This study included data collection from official government websites, interviews with local office staff, and dataset preparation for chatbot training. The results showed that the chatbot achieved a 92% accuracy rate in understanding and responding to user queries, with an average response time of 2-3 seconds. Integration with the mobile application expanded service features, including online queue management. Testing and evaluation by local office staff and residents indicated that the chatbot improved information accessibility and service efficiency by up to 80%. This chatbot demonstrates the potential to serve as an innovative solution in enhancing public service transparency and accessibility.
Optimasi Chatbot Layanan Informasi Publik Berbasis Button-Based Interaction di Kelurahan Gebang Putih Surabaya Nailussa’ada, Nailussa’ada; Martono, Hero Yudo; Yunanto, Andhik Ampuh; Wibowo, Prasetyo; Santoso, Dian Septiani; Prasetyaningrum, Ira; Humaira, Fitrah Maharani
El-Mujtama: Jurnal Pengabdian Masyarakat  Vol. 6 No. 1 (2026): El-Mujtama: Jurnal Pengabdian Masyarakat
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This community service study describes the optimization of a public information service chatbot in Gebang Putih Urban Village, Surabaya. The previous Telegram-based chatbot relied on command-based interaction, requiring citizens to type specific keywords and read long messages, which likely increased interaction cost. The study aims to transform the chatbot into button-based interaction and redesign its information architecture so that services are organized hierarchically and presented in shorter steps. A descriptive qualitative research and development (R&D) approach is applied at the development and internal validation stage. Service content is aligned with the official SSWALFA portal and the Surabaya Dukcapil website, and implemented using the low-code platform ManyChat. The resulting chatbot features more structured interaction flows, with clearer service categories, requirements, and procedures. These design improvements are expected to reduce interaction cost and enhance the potential usability of the chatbot.
Co-Authors Al Falah, Adam Ghazy Alfaqih, Wildan Maulana Akbar Andhik Ampuh Yunanto Humaira, Fitrah Maharani Ira Prasetyaningrum Khoirunnisa, Asy Syaffa Martono, Hero Yudo Santoso, Dian Septiani Wibowo, Prasetyo