AnaIisis Pemanfaatan Chatbot pada Media Sosial untuk Peningkatkan Layanan Pelanggan

Authors

  • Reben Yulandra Agustian Universitas Bina Darma, Indonesia
  • Arif Budianto Universitas Bina Darma, Indonesia
  • Tata Sutabri Universitas Bina Darma, Indonesia

Keywords:

Chatbot, Efisiensi Respon, Kepuasan Pelanggan, Tantangan Chatbot

Abstract

Pemanfaatan chatbot media sosial telah berkembang pesat seiring kebutuhan perusahaan dalam mengoptimalkan efisiensi pelayanan pelanggan. Penelitian ini bertujuan untuk mengevaluasi dampak chatbot terhadap kualitas layanan pelanggan, terutama pada platform seperti WhatsApp, lnstagram,dan Facebook. Dengan pendekatan deskriptif melalui studi kasus pada beberapa perusahaan, penelitian ini menunjukkan bahwa chatbot mampu mengurangi waktu respon hingga 7OB. Namun, kendala utama ditemukan pada kesulitan chatbot memahami konteks percakapan yang kompleks. Rekomendasi utama adalah penerapan teknologi kecerdasan buatan yang lebih Cänggih untuk meningkatkan personalisasi dan akurasi.

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Published

14-01-2025

How to Cite

Agustian, R. Y., Budianto, A., & Sutabri, T. (2025). AnaIisis Pemanfaatan Chatbot pada Media Sosial untuk Peningkatkan Layanan Pelanggan. Jurnal Pendidikan Tambusai, 9(1), 2049–2051. Retrieved from http://jptam.org/index.php/jptam/article/view/24535

Issue

Vol. 9 No. 1 (2025)

Section

Articles of Research

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Copyright (c) 2025 Reben Yulandra Agustian

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