Peran Chatbot dalam Meningkatkan Layanan Pelanggan di Era Digital

Abstract

The role of chatbots in enhancing customer service has become increasingly important in today's digital era. This technology not only provides operational efficiency but also enables personalized interactions with customers, thereby improving overall customer satisfaction. Chatbots can handle a large volume of customer inquiries automatically, reducing the workload of human staff and facilitating faster, more responsive interactions. However, challenges such as limitations in addressing complex issues, lack of empathy in interactions, and concerns about data security and privacy remain significant. Integration of chatbots with Customer Relationship Management (CRM) systems allows for more efficient and relevant service delivery, while advancements in artificial intelligence hold the potential to enhance chatbot capabilities in the future. This paper discusses the benefits and challenges of using chatbots in customer service, as well as the technological advancements that support their effectiveness. With optimal utilization, chatbots can play a vital role in enhancing customer service quality and strengthening the relationship between businesses and their customers.