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All Journal Jurnal Riset Sistem Informasi
Nanda Risky Firmandany
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Computer Science & IT Education Other

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CHATBOTS IN PUBLIC SERVICE TRANSFORMATION: A SYSTEMATIC LITERATURE REVIEW OF E-GOVERNMENT Nanda Risky Firmandany; Muhammad Raynar Hammam; Kinnaras Aryapoetra
Jurnal Riset Sistem Informasi Vol. 3 No. 1 (2026): Januari : Jurnal Riset Sistem Informasi
Publisher : CV. Denasya Smart Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69714/ad6d5087

Abstract

This study presents a systematic literature review of 100 publications published between 2019 and 2025 to examine the development of chatbot research in e-government, focusing on research trends, methodologies, chatbot types, and application domains. The findings reveal a significant increase in the adoption of chatbots in public services, with task-oriented chatbots dominating applications such as information services, civil administration, taxation, and licensing. Experimental studies, surveys, and interviews are the most commonly employed research methods, indicating a strong emphasis on evaluating system effectiveness and user acceptance. Despite their potential to enhance service efficiency and accessibility, chatbot implementations face persistent challenges related to response accuracy, citizen trust, organizational readiness, and ethical as well as data governance issues. The review also identifies an emerging shift toward the use of generative AI to support more natural and adaptive interactions in public services. This study contributes by providing a comprehensive and up-to-date synthesis of chatbot research in e-government, highlighting key challenges and research gaps that can inform future policy development, system design, and empirical studies in digital government.
Co-Authors Kinnaras Aryapoetra Muhammad Raynar Hammam