Melola Discovery

← Melola Discovery

Open access Jurnal SINTA 2

Chatbot in Bahasa Indonesia using NLP to Provide Banking Information

IJCCS (Indonesian Journal of Computing and Cybernetics Systems) · Vol. 14 No. 1 (2020) · pp. 91–102

DOI
10.22146/ijccs.41289
ISSN
2460-7258, 1978-1520
Published
2020-01-31
Publisher
IndoCEISS in colaboration with Universitas Gadjah Mada, Indonesia.
Language
eng
License
creativecommons.org/licenses/by-sa/4.0

Abstract

FAQs are mostly provided on the company's website to inform their service and product. It's just that the FAQ is usually less interactive and presents too much information that is less practical. Chatbot can be used as an alternative in providing FAQ. In this study, chatbots were developed for BTPN in providing information about their products, namely Jenius. Chatbot developed utilizes natural language processing so that the system can understand user queries in the form of natural language. The cosine similarity algorithm is used to find similarities between queries and patterns in the knowledge base. Patterns with the highest cosine values are considered to be most similar to user queries. It's just that, this algorithm does not pay attention to the structure of the sentence so that it adds checking the structure of the sentence with the parse tree to give weight to the pattern. This chatbot application has been tested by 10 users and it was found that the suitability of the answers with user input was 84%. Therefore the chatbot developed can be used by BTPN to provide Jenius product information to consumers more interactively and practically.

Keywords

Collaboration network of the authors

25 authors · 39 co-authorship links · 5 across different organisations

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Gadjah Mada
  • Politeknik Negeri Ketapang
  • National Central University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Anny Kartika SariUniversitas Gadjah Mada3
Sri T. HartatiUniversitas Gadjah Mada2
Fajar Ibnu TufeilAffiliation unknown1
Mujiono MujionoAffiliation unknown1
Annisa MaulianiUniversitas Gadjah Mada1
Retantyo WardoyoUniversitas Gadjah Mada1
Ria AstriratmaUniversitas Gadjah Mada1
Agus HarjokoUniversitas Gadjah Mada1
Nelson RumuiPoliteknik Negeri Ketapang1
Maulida Ayu FitrianiUniversitas Gadjah Mada1
Damar RiyadiUniversitas Gadjah Mada1
Ilham UnggaraUniversitas Gadjah Mada1
Yessi YunitasariUniversitas Gadjah Mada1
Dias Aziz PramuditaUniversitas Gadjah Mada1
Wahyu SrimulyaniUniversitas Gadjah Mada1
Hans Satria KusumaUniversitas Gadjah Mada1
Yunita SariUniversitas Gadjah Mada1
Rayhan Naufal RamadhanUniversitas Gadjah Mada1
Faisal RamadhanUniversitas Gadjah Mada1
Muhammad Bintang BahyUniversitas Gadjah Mada1
Muhammad Fawwaz MaydaUniversitas Gadjah Mada1
Aditya PermanaUniversitas Gadjah Mada1
Timothy K. ShihNational Central University1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.ugm.ac.id/ijccs/oai, first harvested 26 Okt 2026, last seen 26 Okt 2026.
Original metadata (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en-US">Chatbot in Bahasa Indonesia using NLP to Provide Banking Information</dc:title>
	<dc:creator>Elcholiqi, Abidah</dc:creator>
	<dc:creator>Musdholifah, Aina</dc:creator>
	<dc:subject xml:lang="en-US">Computer Science; Artificial Intelligence</dc:subject>
	<dc:subject xml:lang="en-US">chatbot; natural language processing; cosine similarity; parse tree</dc:subject>
	<dc:description xml:lang="en-US">FAQs are mostly provided on the company's website to inform their service and product. It's just that the FAQ is usually less interactive and presents too much information that is less practical. Chatbot can be used as an alternative in providing FAQ. In this study, chatbots were developed for BTPN in providing information about their products, namely Jenius. Chatbot developed utilizes natural language processing so that the system can understand user queries in the form of natural language. The cosine similarity algorithm is used to find similarities between queries and patterns in the knowledge base. Patterns with the highest cosine values are considered to be most similar to user queries. It's just that, this algorithm does not pay attention to the structure of the sentence so that it adds checking the structure of the sentence with the parse tree to give weight to the pattern. This chatbot application has been tested by 10 users and it was found that the suitability of the answers with user input was 84%. Therefore the chatbot developed can be used by BTPN to provide Jenius product information to consumers more interactively and practically.</dc:description>
	<dc:publisher xml:lang="en-US">IndoCEISS in colaboration with Universitas Gadjah Mada, Indonesia.</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2020-01-31</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US"></dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.ugm.ac.id/ijccs/article/view/41289</dc:identifier>
	<dc:identifier>10.22146/ijccs.41289</dc:identifier>
	<dc:source xml:lang="en-US">IJCCS (Indonesian Journal of Computing and Cybernetics Systems); Vol 14, No 1 (2020): January; 91-102</dc:source>
	<dc:source>2460-7258</dc:source>
	<dc:source>1978-1520</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.ugm.ac.id/ijccs/article/view/41289/26964</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2020 IJCCS (Indonesian Journal of Computing and Cybernetics Systems)</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
</oai_dc:dc>