Designing a Knowledge-Based Chatbot to Elevate Business Licensing Services in Indonesia
Abstract
The business licensing process in Indonesia often faces several challenges, including lack of information, unstable system, complicated procedure, and slow response to complain. These issues can hinder economic growth and limit access for businesses. This research aims to design a knowledge-based chatbot to elevate business licensing services in Indonesia. The proposed chatbot will utilize natural language processing (NLP) technology and a structured knowledge base to provide accurate information, assist in form filling, and offer step-by-step guidance to users. This research employes a User-Centered Design (UCD) approach to ensure that the developed chatbot meets the needs and preferences of its users. The research stages involve user requirements analysis, UML design, system design, and iterations based on feedback obtained. Data will be collected through questionnaires, interviews, and literature studies. Leveraging the proposed architecture, we demonstrate how the resulting knowledge-based chatbot is expected to enhance business licensing services. The findings identified 8 key features expected in the chatbot, including real-time information access, problem reporting, business licensing guidance, a tracking system, personalized simulation, a feedback mechanism, multilingual support, and the ability to connect with a contact center agent. By implementing these features, the proposed chatbot is anticipated to significantly reduce processing times, streamline user interactions, and enhance user satisfaction by providing real-time assistance and reducing errors in form submissions. This will contribute to a more efficient licensing process, fostering economic growth and improving the business environment in Indonesia.
Downloads
References
L. Y. Ing and S. Magiera, “Business Licensing: A Key to Investment Climate Reform,” 2015.
Presiden Republik Indonesia, Peraturan Pemerintah Nomor 5 Tahun 2021 tentang Penyelenggaraan Perizinan Berusaha Berbasis Risiko. 2021.
Presiden Republik Indonesia, Undang-undang Nomor 6 Tahun 2023 tentang Penetapan Peraturan Pemerintah Pengganti Undang-Undang Nomor 2 Tahun 2022 tentang Cipta Kerja menjadi Undang-Undang. Indonesia, 2023.
A. Androutsopoulou, N. Karacapilidis, E. Loukis, and Y. Charalabidis, “Transforming the communication between citizens and government through AI-guided chatbots,” Gov Inf Q, vol. 36, no. 2, pp. 358–367, 2019, doi: 10.1016/j.giq.2018.10.001.
C. Touré, C. Michel, and J.-C. Marty, “Towards extending traditional informal learning tools in the workplace with social functionalities,” International Journal of Learning Technology, vol. 12, Jul. 2017, doi: 10.1504/IJLT.2017.086381.
K. R. Devi, A. M. Sen, and K. Hemachandran, “A working Framework for the User-Centered Design Approach and a Survey of the available Methods,” 2014.
D. P. Lanter and R. Essinger, “User‐Centered Design,” 2017. doi: 10.1002/9781118786352.wbieg0432.
M. B. Cowen, A. Lemon, and D. Gill-Hesselgrave, “User-Centered Design (UCD) Process Description,” 2014. doi: 10.21236/ada615926.
M. Seidl, M. Scholz, C. Huemer, and G. Kappel, UML @ Classroom: An Introduction to Object-Oriented Modeling. Cham: Springer International Publishing, 2015. doi: 10.1007/978-3-319-12742-2.
S. Lee, “Unified Modeling Language (UML) for Database Systems and Computer Applications,” 2012.
F. Yang-Turner and L. M. S. Lau, “Extending use case diagrams to support requirements discovery,” 2011 Workshop on Requirements Engineering for Systems, Services and Systems-of-Systems, pp. 32–35, 2011, doi: 10.1109/RESS.2011.6043929.
S. D. Durbin, D. Warner, J. N. Richter, and Z. Gedeon, “Information Self-Service with a Knowledge Base That Learns,” AI Mag., vol. 23, pp. 41–50, 2002, doi: 10.1609/aimag.v23i4.1668.
S. Wood and R. J. Howlett, “A Web-Based Customer Support Knowledge Base System,” in International Conference on Knowledge-Based Intelligent Information & Engineering Systems, 2008. doi: 10.1007/978-3-540-85563-7_47.
A. Saunders, “Online solutions: looking to the future of knowledgeBase management,” Proceedings of the 32nd annual ACM SIGUCCS conference on User services, 2004, doi: 10.1145/1027802.1027848.
A. M. McBride, M. Sherraden, C. Benítez, and E. Johnson, “Civic Service Worldwide: Defining a Field, Building a Knowledge Base,” Nonprofit Volunt Sect Q, vol. 33, no. 4_suppl, pp. 8S-21S, 2004, doi: 10.1177/0899764004269746.
S. Spangler and J. T. Kreulen, “Knowledge base maintenance using knowledge gap analysis,” in Knowledge Discovery and Data Mining, 2001. doi: 10.1145/502512.502582.
Y. V Golchevskiy and A. V Yermolenko, “Knowledge Base as an Integral Attribute of a Modern Company,” Proceedings of the International Conference on Economics, Management and Technologies 2020 (ICEMT 2020), 2020, doi: 10.2991/aebmr.k.200509.097.
K. Wilson, “The Knowledgebase at the Center of the Universe,” Ser Libr, vol. 72, pp. 111–117, 2017, doi: 10.1080/0361526X.2017.1320869.
G. Caldarini, S. F. Jaf, and K. J. McGarry, “A Literature Survey of Recent Advances in Chatbots,” Inf., vol. 13, p. 41, 2021, doi: 10.3390/info13010041.
A. Lommatzsch and J. Katins, “An Information Retrieval-based Approach for Building Intuitive Chatbots for Large Knowledge Bases,” in Lernen, Wissen, Daten, Analysen, 2019.
A. Hausdorf, L. Müller, G. Scheuermann, A. Niekler, and D. Wiegreffe, “Chatbot Explorer: Towards an understanding of knowledge bases of chatbot systems,” CSRN, 2022, doi: 10.24132/csrn.3201.10.
J. S. Sharath and B. Rekabdar, “Memory Efficient Knowledge Base Question Answering with Chatbot Framework,” 2021 IEEE Seventh International Conference on Multimedia Big Data (BigMM), pp. 33–39, 2021, doi: 10.1109/BigMM52142.2021.00013.
A. Ait-Mlouk and L. Jiang, “KBot: A Knowledge Graph Based ChatBot for Natural Language Understanding Over Linked Data,” IEEE Access, vol. 8, pp. 149220–149230, 2020, doi: 10.1109/ACCESS.2020.3016142.
S. Reshmi and K. Balakrishnan, “Implementation of an inquisitive chatbot for database supported knowledge bases,” Sādhanā, vol. 41, pp. 1173–1178, 2016, doi: 10.1007/s12046-016-0544-1.
P. Matthews, “Knowledge Organisation Systems for Chatbots and Conversational Agents: A Review of Approaches and an Evaluation of Relative Value-Added for the User,” Knowledge Organization at the Interface, 2020, doi: 10.5771/9783956507762-274.
T. P. Makhalova, D. Ilvovsky, and B. A. Galitsky, “Information Retrieval Chatbots Based on Conceptual Models,” in International Conference on Conceptual Structures, 2019. doi: 10.1007/978-3-030-23182-8_17.
G. Pilato, A. Augello, and S. Gaglio, “A Modular System Oriented to the Design of Versatile Knowledge Bases for Chatbots,” Int Sch Res Notices, vol. 2012, pp. 1–10, 2012, doi: 10.5402/2012/363840.
A. Dennis, B. H. Wixom, and D. Tegarden, Systems Analysis and Design with UML, 4th ed. Wiley Publishing, 2012.
E. Adamopoulou and L. Moussiades, “An Overview of Chatbot Technology,” in IFIP Advances in Information and Communication Technology, Springer, 2020, pp. 373–383. doi: 10.1007/978-3-030-49186-4_31.
M. Driss, L. Alhajjam, I. Almomani, R. Alharbi, L. Alahmadi, and S. Alanazi, “COVIBOT: A Smart Chatbot for Assistance and E-Awareness during COVID-19 Pandemic,” 2022.
J. Wojdziak, B. Bansemir, B. Kirchner, B. Lochner, and R. Groh, “Low-Fidelity Prototyping for Collaborative User Interface Specifications,” in Interacción, 2016. doi: 10.1007/978-3-319-40548-3_28.
Copyright (c) 2024 Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi)
This work is licensed under a Creative Commons Attribution 4.0 International License.
Copyright in each article belongs to the author
- The author acknowledges that the RESTI Journal (System Engineering and Information Technology) is the first publisher to publish with a license Creative Commons Attribution 4.0 International License.
- Authors can enter writing separately, arrange the non-exclusive distribution of manuscripts that have been published in this journal into other versions (eg sent to the author's institutional repository, publication in a book, etc.), by acknowledging that the manuscript has been published for the first time in the RESTI (Rekayasa Sistem dan Teknologi Informasi) journal ;
