ANALISIS DAMPAK IMPLEMENTASI CHATBOT TERHADAP KEPUASAN PELANGGAN DAN EFISIENSI OPERASIONAL BISNIS: STUDI LITERATUR BERBASIS GROUNDED THEORY
Keywords:
chatbot, layanan pelanggan, transformasi digital, strategi bisnisAbstract
Artikel ini membahas strategi implementasi chatbot sebagai inovasi dalam layanan pelanggan di era digital. Chatbot telah menjadi solusi transformasional bagi bisnis untuk meningkatkan kualitas layanan, efisiensi operasional, dan kepuasan pelanggan. Melalui pendekatan kualitatif analitis, penelitian ini mengidentifikasi pola-pola implementasi chatbot yang efektif di berbagai sektor bisnis. Hasil analisis menunjukkan bahwa kesuksesan implementasi chatbot bergantung pada tiga faktor kunci: desain interaksi yang manusiawi, integrasi sistem yang tepat, dan strategi adopsi berkelanjutan. Chatbot tidak hanya berperan sebagai alat otomasi, tetapi juga sebagai medium untuk membangun hubungan jangka panjang dengan pelanggan. Artikel ini memberikan kerangka konseptual untuk membantu pelaku bisnis dalam merancang dan mengimplementasikan chatbot yang sesuai dengan kebutuhan spesifik organisasi mereka.
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