AskEPTBot: Your Virtual EPT Chatbot Companion!

Hairul Azhar Mohamad, Muhammad Haziq Abd Rashid, Hadayat Rahmah Hasan, Nurhafeza Mohd Akhir, Amir Lukman Abd Rahman, Urai Salam and Sharifah Syazwa Amierah Syed Khalid
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Hairul Azhar Mohamad: Akademi Pengajian Bahasa, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia
Muhammad Haziq Abd Rashid: Akademi Pengajian Bahasa, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia
Hadayat Rahmah Hasan: Akademi Pengajian Bahasa, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia
Nurhafeza Mohd Akhir: Akademi Pengajian Bahasa, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia
Amir Lukman Abd Rahman: Akademi Pengajian Bahasa, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia
Urai Salam: Fakultas Keguruan dan Ilmu Pendidikan (FKIP), Universitas Tanjungpura, Kota Pontianak, Kalimantan Barat, Indonesia
Sharifah Syazwa Amierah Syed Khalid: Student Administration, Taylor’s University, Subang Jaya, Selangor, Malaysia

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 25, 392-402

Abstract: AskEPTBot is a virtual innovation Artificial Intelligence (AI) chatbot by utilising the strengths of the Telegram application system for diploma-level students and lecturers to seek information pertaining to the English Placement Test (EPT). This innovative product was designed to replace the inefficient traditional mode of communication to these stakeholders through the individual messaging platforms such as WhatsApp or Telegram channels. Due to the repeated occurrences of misinformation and repetitive explanations given to the interested parties, a one-stop chatbot centre was created to address the stated problems, thus reducing the information overload and massive workload faced by the lecturers or known as EPT Lecturers in Charge (LICs) who are assigned to relay continuous information to the students. The main aim of the innovation was to reduce these burdens of administrative work through the automation of the communication process involving frequent enquiries from 21 UiTM branches nationwide. This product can improve its responses through more interactions with the users because it was integrated with machine learning. The analyses of engagement metrics revealed that most interactions were centred around event-based enquiries such as payment methods with 1,654 interactions compared to non-event or content related enquiries with high levels of accuracy (94.61%). Meanwhile, the analysis of the user satisfaction survey indicated that 92 per cent of users were satisfied with the clarity of information and 82 per cent of them were satisfied with the efficiency of the chatbot. This AskEPT bot has a huge potential in terms of commercialisation through paid mobile apps advertisement apart from its capacity to be upgraded into a web-based system that will attract more advertisements from internal and external customers who want to promote their products. In terms of its novelty, this AskEPTbot stands out as a one-stop centre hub for information about EPT with its additional features of auto-promoted design of further related questions and adaptive ability for accuracy refinement. It is recommended that this application is scaled up further with real-time content and dashboard-like reports for administrative purposes to ensure its sustainable and profitable presence and usage for many years to come.

Date: 2025
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