THE Lean Intervention Strategy to Increase Customer Satisfaction Supported by The Application of Artificial Intelligence for Integrated Services at Universitas Negeri Semarang

Abstract

The Integrated Service Unit (ULT) at Universitas Negeri Semarang (UNNES) was established in line with Presidential Regulation Number 97/2014 on the Implementation of One-Stop Integrated Services and Ministry of Research, Technology, and Higher Education Regulation Number 59/2016 on Public Services. This unit includes four Customer Service (CS) representatives dedicated to assisting customers with issues in areas such as academics, student affairs, partnerships, and finance, all while emphasizing quality, reliability, and responsiveness. This type of research is qualitative research with a lean approach. In response to the dual demands of online and offline service in the public sector, the ULT has adopted the Pagoda service system, which leverages Artificial Intelligence (AI) to address the limitations posed by a limited number of CS representatives. The integration of AI within the Pagoda system helps manage high complaint volumes by providing a human-like conversational experience, allowing customers to feel as if they are interacting with real people. This research provides an assessment of ULT services using old service applications, namely (1) Pagoda 1.0 to help offline services, (2) email and live chat to help online services along with all the problems that arise, then intervene with lean management to develop Pagoda 2.0 which is capable Handling problems with old service applications.