Implementasi Chatbot WhatsApp Berbasis AI Untuk Layanan Informasi Keimigrasian : Systematic Literature Review
DOI:
https://doi.org/10.24002/jbi.v17i2.14719Keywords:
chatbot, AI, WhatsApp, layanan informasi keimigrasian, PRISMAAbstract
Perkembangan Artificial Intelligence (AI) mendorong pemanfaatan chatbot sebagai inovasi layanan informasi, namun penerapannya pada layanan informasi keimigrasian masih terbatas. Penelitian ini bertujuan mengidentifikasi perkembangan penelitian chatbot berbasis AI, menganalisis metode pengembangan, manfaat, tantangan, serta peluang penerapannya pada layanan informasi keimigrasian. Penelitian menggunakan metode Systematic Literature Review (SLR) dengan pedoman PRISMA 2020 terhadap 25 artikel yang memenuhi kriteria inklusi. Hasil penelitian menunjukkan bahwa implementasi chatbot AI didominasi pada sektor pendidikan dan pelayanan publik, dengan metode Waterfall sebagai pendekatan pengembangan yang paling banyak digunakan. Chatbot AI memberikan manfaat berupa peningkatan efisiensi layanan, percepatan waktu respons, layanan 24 jam, konsistensi informasi, dan kepuasan pengguna. Meskipun demikian, tantangan terkait keamanan data, privasi, kualitas basis pengetahuan, dan akurasi jawaban masih perlu diperhatikan. Hasil sintesis menunjukkan bahwa chatbot berbasis AI berpotensi mendukung transformasi digital layanan informasi keimigrasian.
The rapid advancement of Artificial Intelligence (AI) has encouraged the adoption of chatbots for information services, yet their application in immigration information services remains limited. This study aims to identify research trends, analyze development methods, examine benefits and challenges, and explore the potential of AI-based chatbots for immigration information services. A Systematic Literature Review (SLR) following the PRISMA 2020 guidelines was conducted on 25 selected articles. The results indicate that chatbot implementation is mainly applied in the education and public service sectors, with the Waterfall model being the most widely used development method. AI chatbots improve service efficiency, response speed, 24-hour availability, information consistency, and user satisfaction. However, challenges related to data security, privacy, knowledge base quality, and response accuracy remain. The findings demonstrate that AI-based chatbots have significant potential to support the digital transformation of immigration information services.
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