EFEKTIVITAS PEMANFAATAN CHATBOT BERBASIS KECERDASAN BUATAN SEBAGAI MEDIA PENDUKUNG LAYANAN BIMBINGAN DAN KONSELING
DOI:
https://doi.org/10.23969/jp.v11i03.57120Keywords:
Artificial Intelligence, ChatBot, Guidance and Counseling, CounselingAbstract
Education plays a crucial role in human resource development by fostering not only
knowledge and skills but also social, emotional, and character growth. However,
guidance and counseling services in schools continue to face challenges,
particularly the imbalance between the number of students and available
counselors, as well as the growing complexity of students’ problems in the digital
era. Consequently, innovative and accessible counseling services are needed. One
promising innovation is the utilization of Artificial Intelligence (AI)-based chatbots as
supporting media for guidance and counseling services. This study aimed to analyze
the effectiveness of AI-based chatbots in supporting guidance and counseling
services. The study employed a Systematic Literature Review (SLR) approach using
articles retrieved from Google Scholar, Scopus, and the Directory of Open Access
Journals (DOAJ). From 96 identified articles, a rigorous screening process resulted
in five eligible studies that were analyzed through content analysis and narrative
synthesis. The findings revealed that AI-based chatbots effectively improve service
accessibility through 24-hour availability, provide early psychological support for
stress, anxiety, and mild depression, and enhance service responsiveness and
efficiency through fast, automated, and consistent interactions. Nevertheless,
chatbots are not capable of fully replacing human counselors due to limitations in
empathy, therapeutic relationship building, and complex professional interventions.
Therefore, AI-based chatbots are best positioned as complementary tools that
support and strengthen conventional guidance and counseling services.
Keywords: Artificial Intelligence, ChatBot, Guidance and Counseling, Counseling
Services
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