Enhancing University Student Services Through the LA-K Chatbot: A Telegram-Based Solution

This study explores the significant challenges the Faculty of Applied Sciences at Telkom University encountered in efficiently managing student inquiries. The primary issue originated from the reliance on personal messengers such as WhatsApp for student communication, which led to considerable delays and inefficiencies. This system's constraints, particularly its limited operation during working hours and the need for manual processing of queries, resulted in prolonged response times. They contributed to staff burnout from repetitive, high-volume tasks. The LA-K Chatbot, a Telegram-based application, was developed to address this problem. The research outcomes from extensive testing highlighted the LA-K Chatbot's efficacy and unity with its objectives. The chatbot underwent thorough functionality testing, including individual feature trials and unit tests. User experience was assessed through the User Experience Questionnaire (UEQ) method, revealing a positive overall response. The chatbot achieved an average score of 1.77 in attractiveness, 1.68 in perspicuity, and 1.67 in efficiency, reflecting its capability to provide users with prompt, clear, and useful information. Regarding dependability and stimulation, the chatbot scored 1.72 and 1.57, respectively, indicating its precision and user engagement. The novelty aspect received a slightly lower score of 1.14, yet it still highlighted the chatbot's innovative approach to educational technology.