Chatbot In The Public Sector: A Systematic Literature Review (Chatbot In Public Sector: Sebuah Kajian Literatur Sistematis)
DOI:
https://doi.org/10.38035/jmpis.v7i2.7859Keywords:
Kecerdasan Buatan, Chatbot, Publik, Sektor Publik, Kajian Literatur SistematisAbstract
Perkembangan teknologi kecerdasan buatan telah diimplementasikan di berbagai sektor, dengan chatbot sebagai salah satu produknya yang menawarkan manfaat serta efisiensi layanan. Chatbot memiliki potensi besar dalam penyediaan layanan berbasis teknologi, terutama pada sektor ekonomi. Namun, penerapan chatbot dalam layanan publik masih menjadi perdebatan karena dinilai belum sepenuhnya efektif. Penelitian ini bertujuan memahami perkembangan terbaru chatbot pada sektor publik melalui tinjauan literatur sistematis terhadap 32 artikel jurnal yang terindeks Scopus dan diterbitkan pada periode 2015–2025. Artikel yang memuat frasa “chatbot in public” pada judul diseleksi menggunakan standar PRISMA 2020. Hasil kajian menunjukkan bahwa penggunaan chatbot pada sektor publik dipengaruhi oleh kesiapan teknologi, kebijakan, dan persepsi pengguna. Keberhasilan implementasi chatbot tidak hanya ditentukan oleh kemampuan AI dan machine learning, tetapi juga oleh user experience, trust, dan citizen engagement. Penelitian selanjutnya dapat dikembangkan dari perspektif komunikasi, teknologi, regulasi, serta teori penerimaan dan nilai publik dalam layanan masyarakat di era transformasi digital sektor publik.
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