Just now all Indonesian citizens celebrated the 77th anniversary of Indonesia. With the theme “Recover Faster, Rise Stronger”, it is hoped that the government and society will be able to work together to restore conditions in all sectors after two years of being impacted by Covid-19 and at the same time rising to face global challenges. One of the challenges is digitalization, which is a process of transition from being conventional to digital, influenced by internet technology.
Responding to these challenges, Indonesian government agencies have begun to adapt and utilize digital aspects. Do you know? Currently, many government institutions are using digitalization to communicate with people using chatbot services. The use of chatbots is carried out to facilitate government services and information to the public so there is no delay or queue of answers.
Do you still remember the meaning of the chatbot itself? Here and there we review again. Chatbot is software that can facilitate the interaction of an institution or company with its audience. “Bot” in the word chatbot means a robot that has Artificial Intelligence (AI) capabilities and can be designed like chatting with humans. How does it work? When the audience enters keywords, the chatbot will understand and answer automatically to the message sent.
Why should you use a chatbot? why not just make a special application to interact with the community? So, here are the benefits of using a chatbot service.
- As an Information Service Center
The use of chatbots can be a medium that connects service providers with customers without having to involve humans. Chatbots are able to take over some of the functions of customer service. With the use of chatbots, customer information needs can be met without being limited by place and time because chatbots work 24 hours a day. Then the information needed will be delivered quickly and precisely without waiting in long queues to talk directly to customer service.
- Ease of operation
In this case, the use of chatbots can save human resources. Companies do not need to bring in many agents to serve customers, especially to deal with basic questions.
- Work systematically
Chatbots are able to explain information accurately so as to minimize errors. This is because chatbots have Artificial Intelligence (AI) technology that is designed with machine learning and deep learning so as to present a systematic pattern of artificial intelligence.
- More economical and efficient
The chatbot works automatically and is able to reply to customer messages without time limits. Therefore, institutions or companies do not need to spend money to pay overtime or prepare additional shifts for jobs that can be accommodated by AI.
- Improve customer satisfaction
Chatbot services can increase positive ratings for institutions or companies as well as the customer satisfaction level who find it helpful to fulfill information needs. Then the use of chatbots can create comfort for customers who don’t really like communicating with customer service directly.
Those are the benefits that bring many advantages to companies, including government agencies that use chatbot services to communicate with customers. What government agencies are already using chatbots?
Ministry of Communication and Information (Kominfo)
As a government agency in charge of communication and informatics, Kominfo in collaboration with Facebook and OCA Indonesia released the WhatsApp chatbot service in 2020. This chatbot called covid.go.id, is used to interact with the public, answer and spread information about Covid-19.
People can contact http://wa.me/6281133399000 and after entering the chat window, people can immediately write questions or start a chat with “Hello” and then the chatbot will respond to the message.
Then in May 2022, Kominfo launched the Digital Broadcast Migration chatbot service. This chatbot service is an innovation to socialize the Analog Switch Off (ASO) program which will be held on November 2nd, 2022. The information presented by this chatbot is how to switch to digital broadcasting, information about multiplexing, downloading digital TV signal applications, and information about the sophisticated digital broadcast. People who want to access this chatbot can contact WhatsApp number 08118202208.
Ministry of Agrarian and Spatial Planning / National Defense Agency
To overcome the problem of land mafia in Indonesia, the Ministry of Agrarian and Spatial Planning/National Defense Agency has implemented transparency measures and improved public services by establishing a complaint hotline. In this case, the Ministry of Agrarian and Spatial Planning/National Defense Agency in collaboration with OCA Indonesia formed a chatbot service as a forum for the public to submit complaints and aspirations. The public can contact the following WhatsApp contact 081110680000 to connect to the hotline service of the Ministry of Agrarian and Spatial Planning/National Defense Agency.
Ministry of Health
Since Indonesia was hit by the Covid-19 pandemic, the Ministry of Health has attempted ways to overcome and prevent the spread of the virus by educating the public through the spreading of related information about Covid-19. The Ministry of Health uses a WhatsApp chatbot service called PeduliLindungi to speed up the response and provide information related to the Covid-19 vaccination. People can contact the Ministry of Health’s WhatsApp number 081110500567 for submissions and problem-solving.
Bank Indonesia
Bank Indonesia creates digital innovation by providing chatbot-based banking services. The chatbot, known as LISA (Bank Indonesia Information Service), is intended to provide fast, accurate, and inexpensive Bank Indonesia information services. Customers can ask questions by contacting Bank Indonesia’s WhatsApp at number 0811131131131, Line Messenger account @bank_indonesia, or Facebook Messenger @BankIndonesiaOfficial. Customers can access the LISA chatbot for 24 hours, so there is no need to worry about delays in answering.
Ministry of Internal Affairs
The Minister of Home Affairs, Tito Karnavian, initiated the launch of a chatbot called GISA (Indonesian Movement Aware Adminduk), as a medium to provide population administration services. Through the GISA chatbot, the public can get fast and accurate information without having to meet directly with service personnel, so as to prevent the spread of Covid-19.
National Amil Zakat Agency (BAZNAS)
In order to develop digital-based zakat services, BAZNAZ in collaboration with PT Telkom Indonesia launched a chatbot service called ZAVIRA (Zakat Virtual Assistant). The Zavira chatbot makes it easy to pay zakat, infaq, alms (ZIS) for muzaki through social media such as Line, Facebook, Twitter, and Instagram.
Social Security Administration Agency (BPJS)
As a measure to prevent the spread of Covid-19, BPJS Kesehatan has developed the CHIKA chatbot service as a channel for providing information and services for prospective participants and JKN-KIS participants, such as checking participant status, checking bills, registering, changing health facility data, and the location of the nearest health facility. The public can submit information by contacting WhatsApp BPJS at number 08118750400, through the Telegram application https://t.me/BPJSKes_bot, or by accessing Facebook Messenger on the BPJSKesehatanRI account.
Ministry of Trade
For business people who want to ask for information about business licensing, you can contact the Avida chatbot (Virtual Trade Assistant) developed by the Ministry of Trade. This virtual consulting service makes it easier for the public to obtain information related to the business world. The public can contact the Ministry of Trade’s WhatsApp number at 082210000032 or through the Ministry of Trade’s website www.kemendag.go.id.