Literature Review : Pemanfaatan Chatbot Untuk Mendukung Manajemen Pengetahuan
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Abstract— Background The swift developments of Artificial Intelligence (AI), particularly in the area of chatbots, present a substantial opportunity to address critical challenges in addressing Knowledge Management (KM), such as the loss of tacit knowledge and inefficient and optimal information retrieval within organizations. Objective This study sets out to chart the landscape of chatbot applications in Knowledge Management (KM) from 2020 to 2025. It focuses on uncovering how the field has evolved, what socio-technical themes have emerged, and which implementation hurdles remain most pressing. MethodsA Systematic Literature Review (SLR) was conducted, covering 100 peer-reviewed articles from major scientific databases. To capture both breadth and depth, the study combined quantitative analysis for identifying publication trends with a Grounded Theory Literature Review (GT-LR) approach to synthesize concepts and frameworks qualitatively. Results Findings show a sharp rise in publications after 2022, signaling growing interest in the topic. However, the research leans heavily toward task-oriented chatbots (59%), most often applied in business and management contexts. The qualitative synthesis revealed two dominant perspectives: a technology-centered view focusing on architecture and integration, and a human-centered view emphasizing user acceptance and ethical concerns. Persistent challenges include data quality, integration complexity, and ethical issues such as bias and privacy. Conclusion Current research largely prioritizes operational efficiency—chatbots designed to streamline tasks and exploit existing knowledge. Yet, this leaves an ecological gap in exploring more creative and generative KM processes, such as knowledge creation. To move the field forward, future studies should pay closer attention to Explainable AI (XAI) and Large Language Models (LLMs), which hold promise for supporting complex, exploratory, and creative knowledge work.
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