How does natural language processing identify the issues?

Abstract

Product innovation and service improvement have become essential or crucial for organisations, including public service organisations. The Indonesia Immigration Directorate released the m-passport application to enhance its quality of service. The m-passport application is considered good as it has been downloaded over a million times. Like immigration officers, this application seems to be at the forefront, reflecting an increasingly better service. However, there was still a need for significant improvement in the application. Improvements can be made to the application by considering user feedback or reviews. Reviews provided by users, approximately 12K, will serve as input for improving or enhancing the application. This was made possible as users interacti directly with the application. The most common issues are one-time password or OTP verification code with a probability value of 0.044, errors when logging in with a probability value of 0.283, and slow response applications with a probability value of 0.125.