UNISMAUNISMA
Informatics, Electrical and Electronics Engineering (Infotron)Informatics, Electrical and Electronics Engineering (Infotron)University of Nahdlatul Ulama Sidoarjo (UNUSIDA) experienced problems in the service of new student admission information (PMB) that were not fast and efficient. The high volume of inquiries, limited human resources, and the need for instant response are major challenges. This study aims to implement WhatsApp chatbot technology to improve services at Nahdlatul Ulama University Sidoarjo. Using Agile methods, chatbot development is carried out iteratively and incrementally to ensure that the resulting solution is in accordance with user needs. The methods used in this study include the development of chatbot systems using an appropriate programming platform, followed by testing the functionality and effectiveness in providing information. The test results showed that the WhatsApp chatbot was able to provide accurate and relevant responses within an average of 3 seconds. Prior to the implementation of the chatbot, the response time to prospective students questions ranged between 15-30 minutes. The implementation of WhatsApp chatbot significantly improves the efficiency of information services, reduces the workload of PMB staff, and increases the satisfaction of prospective students. This study proves the effectiveness of chatbot in improving the quality of Information Services PMB UNUSIDA. This research is an example for other institutions in utilizing chatbot technology to improve public services effectively and make a significant contribution to the development of service technology in the higher education environment.
This research successfully developed a WhatsApp chatbot for new student admission services at Nahdlatul Ulama University Sidoarjo, utilizing Agile methods.The chatbot demonstrated the ability to provide accurate and rapid responses, averaging 3 seconds, significantly improving efficiency compared to the previous 15-30 minute response time.The study confirms the effectiveness of chatbots in enhancing the quality of PMB information services and serves as a model for other institutions seeking to leverage this technology for improved public service delivery.
Further research should investigate the integration of more advanced Natural Language Processing (NLP) techniques to enhance the chatbots ability to understand and respond to a wider range of student inquiries, including nuanced or complex questions. Additionally, exploring the implementation of personalized chatbot interactions based on prospective student profiles and interests could improve engagement and provide more tailored information. Finally, a comparative study evaluating the cost-effectiveness of chatbot implementation versus traditional PMB staffing models would provide valuable insights for institutions considering similar technological investments, potentially leading to optimized resource allocation and improved service quality.
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