Pemanfaatan Teknologi Ai Chatbot Sebagai Inovasi Pelayanan Publik Untuk Optimalisasi Kepuasan Masyarakat

Digital transformation in public services has encouraged the adoption of artificial intelligence (AI) technologies, particularly chatbots, to enhance efficiency and citizen satisfaction. However, the implementation of this technology faces challenges related to infrastructure, digital literacy, and data privacy. This study aims to systematically examine the utilization of AI chatbots as a public service innovation to optimize citizen satisfaction. A Systematic Literature Review (SLR) was conducted using thematic analysis on 22 selected articles published between 2019–2025. The findings highlight three key points: (1) AI chatbots are effective in improving public satisfaction through fast, empathetic, and interactive services; (2) successful implementation depends on infrastructure readiness, user-friendly design, digital literacy, and privacy-supportive policies; and (3) the main challenges involve data security and the digital divide. These findings offer strategic recommendations for developing responsive and sustainable digital public service policies.