IMPLEMENTATION OF HELPDESK CHATBOT APPLICATION FOR INFORMATION SYSTEM SERVICES IN HIGHER EDUCATION

Sumiyati; Puji Rahayu; Calvin Adiwinata; Rosmalinda Marbun

doi:10.24252/instek.v9i2.50073

Sumiyati
(ID)
Puji Rahayu
(ID)
Calvin Adiwinata Mercu Buana University
(ID)
Rosmalinda Marbun
(ID)

DOI: https://doi.org/10.24252/instek.v9i2.50073

Keywords: Service, Chatbot, Helpdesk, Higher Education, Covid-19

Abstract

This study implements a helpdesk chatbot application for information system services in higher education. The background is the students' need for quick and accurate academic information, especially during the Covid-19 pandemic. The method used is the waterfall model, with data collection stages through questionnaires, observation, and literature study. The development result is a web-based chatbot application that can automatically answer student questions related to academic information systems. Testing shows that this application successfully improves information service efficiency, reduces the workload of helpdesk admins, and increases user satisfaction. In conclusion, this helpdesk chatbot is effective in providing information to students anytime and anywhere, with recommendations for further development in the future.

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