Design and Construction of An Omnichannel Application at Dispendukcapil Surabaya
Keywords:
Auto-reply chat, Instagram Graph API, Omnichannel, Public service, RAD, WhatsApp-web.jsAbstract
The customer service at Dispendukcapil Surabaya faces challenges in managing incoming messages from the public through various communication channels such as WhatsApp and Instagram. Unmonitored messages and a limited number of staff lead to delays in responding to complaints. Therefore, this study aims to develop an Omnichannel application that integrates WhatsApp and Instagram into a centralized platform, equipped with a keyword-based auto-reply feature to accelerate response time. The development method used is Rapid Application Development (RAD) with an iterative and fast-paced approach. Testing results show that the application successfully improves chat handling efficiency, accelerates response times, and provides a more integrated communication experience for the public. This study is expected to offer a solution to improve complaint and information service systems in government institutions.
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