Simulasi Proses Bisnis Penanganan Keluhan Dalam Implementasi Kecerdasan Buatan : Studi Kasus Aplikasi myIndihome

Abstract

In its digital transformation process, Telkom is trying to improve services to customers by strengthening broadband and digital infrastructure, as well as providing a digital customer experience for customers. To make it easier to interact with customers, the MyIndihome application was created as a Digital Touch Point (DTP) in addition to social media and call center channels that have existed so far. Through MyIndihome, customers can purchase products and services, obtain the information they need, and submit complaints. The implementation of artificial intelligence technology can provide improvements in business processes and provide a different experience for customers as well as a positive impact in line with the company's digital transformation goals. This research will show the results of the evaluation of the adoption of artificial intelligence technology in the MyIndihome application in the business process of handling text-based customer complaints via Assistant.