INTEGRASI AGEN PERCAKAPAN KECERDASAN BUATAN (AI CHATBOT) UNTUK MEMPERKUAT KNOWLEDGE MANAGEMENT DAN MENDORONG EFISIENSI OPERASIONAL ORGANISASI.
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Abstract— Background The rapid advancement of Artificial Intelligence (AI) technology has significantly increased the adoption of chatbots as a crucial tool for both Knowledge Management (KM) and enhancing organizational efficiency. Chatbots have evolved beyond simple automated Question-and-Answer systems, acting as sophisticated knowledge facilitators capable of storing, distributing, and supporting data-driven decision-making processes. Objective This research aims to map the current research trends concerning AI chatbots and Knowledge Management for the period 2020 to 2025. The core objective is to identify prevailing trends, methodologies, and application domains within this critical area. Methods A Systematic Literature Review (SLR) was employed, using a Grounded Theory Literature Review approach. The analysis was systematically executed through four main stages: define, search, select, and analyze, scrutinizing 100 scientific articles that met the predetermined selection criteria. Results The findings reveal a significant upward trend in the number of publications, particularly since 2022, indicating a growing academic interest. Key research trends focus on the integration of Large Language Models (LLMs) and the application of chatbots in Human Resources and Customer Service domains to manage tacit and explicit knowledge. Conclusion The integration of AI chatbots presents a transformative solution for strengthening KM and optimizing operational efficiency. Future research should concentrate on developing robust evaluation frameworks to measure the long-term impact of AI-driven KM systems.
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