Intelligent One-Gate System Based on Natural Language Processing for Enhancing Academic Information Services

Abstract

The rapid digitalization of higher education requires academic information services that are fast, integrated, and accessible. Fragmented service channels, high administrative workloads, and slow response times remain persistent operational challenges. This study develops an Intelligent Transformer-Based One-Gate System that centralizes academic services by integrating text classification, abstractive summarization, and chatbot modules. Using a Research and Development approach, the system was built from 1,000 academic documents and service queries collected from FAQs, academic regulations, guides, and digital service archives. The corpus was cleaned, tokenized, encoded, and divided into training, validation, and testing subsets. BERT was applied for document and query classification, while BART and PEGASUS were evaluated for abstractive summarization using ROUGE metrics. The chatbot was assessed through a Likert-scale user acceptance survey. The results of this research show that the BERT classifier achieved 88% accuracy and an F1-score of 0.875, PEGASUS outperformed BART with ROUGE-1 = 0.74, ROUGE-2 = 0.66, and ROUGE-L = 0.71, and the chatbot achieved an average user satisfaction score of 82%. The main contribution of this research is an integrated transformer-based one-gate architecture that combines document routing, academic document summarization, and conversational assistance in a single service platform, offering practical value for reducing fragmented academic information services and methodological value as a reference model for higher education NLP implementation.