Implementasi Conversational AI Agent: Strategi Transformasi Digital Peningkatan Layanan Pelanggan UMKM Indonesia
DOI:
https://doi.org/10.47701/geye1z75Abstract
Transformasi digital menjadi kunci daya saing Usaha Mikro, Kecil, dan Menengah (UMKM) di Indonesia, namun peningkatan layanan pelanggan seringkali menjadi tantangan. Penelitian ini bertujuan menganalisis potensi implementasi agen AI percakapan (Conversational AI Agent) sebagai strategi transformasi digital untuk meningkatkan layanan pelanggan UMKM Indonesia. Menggunakan metode studi literatur kualitatif terhadap 20 sumber relevan (2020-2025), penelitian ini mengidentifikasi kapabilitas, manfaat, tantangan, dan faktor kunci keberhasilan adopsi teknologi ini. Hasil analisis menunjukkan bahwa agen AI percakapan secara signifikan dapat meningkatkan responsivitas (layanan 24/7), skalabilitas, efisiensi operasional, personalisasi interaksi, dan konsistensi layanan pelanggan UMKM, sekaligus menyediakan data wawasan pelanggan. Meskipun demikian, implementasinya dihadapkan pada tantangan seperti biaya investasi awal, kesenjangan keterampilan digital, kompleksitas integrasi, isu privasi data, adaptasi konteks lokal, dan resistensi perubahan. Kesimpulannya, agen AI percakapan memiliki potensi transformasional besar bagi layanan pelanggan UMKM, namun keberhasilannya memerlukan strategi implementasi yang matang, pengembangan kapasitas internal, kolaborasi, dan dukungan ekosistem, termasuk kebijakan pemerintah. Disarankan UMKM melakukan asesmen kesiapan, memulai dari skala kecil, dan fokus pada nilai tambah pelanggan, sementara penelitian lanjutan diperlukan untuk model implementasi efektif dan adaptasi lokal.
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