Secretary General of the Ministry of Health, Kunta Wibawa Dasa Nugraha, stated that 134 thousand complaint emails were so far received through sertifikat@pedulilindungi.id and 80 thousand complaint calls on the helpline number 119, extension 9, in just a week's time.
Most of the complaints were related to vaccine certification and data information, such as names and cellphone numbers.
"The Health Ministry is striving to provide a new solution through the WhatsApp chatbot regarding problems in the PeduliLindungi application, such as certificate complaint, vaccination status, and updating user's personal information," Nugraha stated during a virtual launch monitored in Jakarta, Wednesday.
To access the chatbot, the public can contact the Health Ministry's WhatsApp number through 0811 1050 0567.
"For verification, the public can enter the OTP code on the phone number entered in their PeduliLindungi application. This is all used to maintain the security of public data," he explained.
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Furthermore, the public can select the type of complaint using the "menu" reply feature. Complaints that can be addressed through the chatbot comprise downloading vaccine certificates, vaccination status, and changes in personal data information.
A chatbot is a computer program designed to simulate an actual and intelligent conversation with one or more humans, both through audio and text.
This WhatsApp chatbot service can be accessed round the clock to address people's complaints regarding their PeduliLindungi application.
On the same occasion, Setiaji of the Chief Digital Transformation Office of the Health Ministry, noted that a minor problem faced by the public regarding the PeduliLindungi application was incorrect personal information that could be resolved in at least an hour's time.
“Hence, when the user gets a confirmation from the chatbot, the PeduliLindungi system at that time will immediately make changes in the user's data," he stated.
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Translator: Sanya Dinda S, Resinta S
Editor: Rahmad Nasution
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