Chatbot Workflow Automation Using n8n as an Innovation in Digital Academic Services in Higher Education

Improving the quality of digital academic services in higher education requires systems that are fast, responsive, structured, and accountable. While chatbots are commonly used as digital service tools, their implementation often focuses on conversation rather than effective management of service processes. This study develops workflow automation using n8n, a node automation tool, to support academic service tasks. Employing the Design Science Research (DSR) methodology, the research includes problem identification, solution design, artifact development, and system evaluation. The result is a modular, reusable, node-based workflow automation model that manages academic service processes. Evaluation across four different service scenarios demonstrated that the workflows operated as intended, enhancing service accessibility, process clarity, and consistency in service delivery. This model offers a practical framework for higher education institutions to adopt and implement efficient digital academic services.