PERANCANGAN CHATBOT WHATSAPP DENGAN TEKNOLOGI NATURAL LANGUAGE PROCESSING UNTUK PELAYANAN DIGITAL UNIVERSITAS NUSA PUTRA

In the development of Nusa Putra University, the Department of Communication and Marketing plays a crucial role in enhancing reputation and increasing new enrollments by managing internal and external communications through various channels, including social media platforms like WhatsApp. However, rapid growth also brings challenges, such as increased message volume during busy periods like New Student Admissions (PMB) and exams, leading to overwhelmed administrators and overlooked messages. To address these challenges, the author proposes the design of a WhatsApp chatbot system using Natural Language Processing (NLP) technology, through qualitative research with a case study on digital services in Nusa Putra University's communication and marketing department. The WhatsApp chatbot NLP system design will utilize a combination of programming languages Python, PHP, and JavaScript, leveraging frameworks like Laravel, Node.js, and the Natural Language Toolkit (NLTK) library. The objective of designing the chatbot system through research is to enhance efficiency and responsiveness in Nusa Putra University's digital services, providing quick, automated responses that understand natural human language. The system was tested using black-box testing, and evaluation from 33 respondents, including prospective students, current students, faculty, parents, and the community, indicated optimal accuracy and performance with a success rate of approximately 90%. Survey results showed that 87.9% of respondents were satisfied with the speed and accuracy of information provided by the NLP chatbot in Nusa Putra University's digital services, reflecting positive acceptance of this new technology.

Keyword : Chatbot, WhatsApp, Natural Language Processing (NLP), communication efficiency, digital services, Nusa Putra University