<mets:mets OBJID="eprint_32796" LABEL="Eprints Item" xsi:schemaLocation="http://www.loc.gov/METS/ http://www.loc.gov/standards/mets/mets.xsd http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-3.xsd" xmlns:mets="http://www.loc.gov/METS/" xmlns:mods="http://www.loc.gov/mods/v3" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><mets:metsHdr CREATEDATE="2026-09-28T20:52:15Z"><mets:agent ROLE="CUSTODIAN" TYPE="ORGANIZATION"><mets:name>EPrints Universitas Amikom Yogyakarta</mets:name></mets:agent></mets:metsHdr><mets:dmdSec ID="DMD_eprint_32796_mods"><mets:mdWrap MDTYPE="MODS"><mets:xmlData><mods:titleInfo><mods:title>IMPLEMENTASI SISTEM OTOMATISASI TANYA JAWAB&#13;
COSTUMER SERVICE BERBASIS KECERDASAN BUATAN&#13;
(AI) PADA PT SARINDO NUSAPERTIWI</mods:title></mods:titleInfo><mods:name type="personal"><mods:namePart type="given">Fatihul Faqih</mods:namePart><mods:namePart type="family">Hudzayfah</mods:namePart><mods:role><mods:roleTerm type="text">author</mods:roleTerm></mods:role></mods:name><mods:abstract>Peningkatan intensitas interaksi digital antara perusahaan dan konsumen&#13;
menuntut layanan customer service yang cepat, konsisten, dan tersedia setiap&#13;
waktu. PT Sarindo Nusapertiwi menghadapi permasalahan berupa lamanya waktu&#13;
respons, keterbatasan jumlah petugas customer service, serta tingginya volume&#13;
pertanyaan berulang dari konsumen. Kondisi tersebut berdampak pada&#13;
menurunnya efisiensi operasional dan potensi penurunan kepuasan pelanggan,&#13;
khususnya dalam penyampaian informasi terkait perumahan, unit rumah, dan&#13;
promo yang tersedia.&#13;
Penelitian ini bertujuan untuk menganalisis efektivitas sistem otomatisasi&#13;
tanya jawab customer service berbasis kecerdasan buatan (Artificial&#13;
Intelligence/AI) yang dibangun menggunakan workflow automation n8n. Metode&#13;
penelitian yang digunakan meliputi studi literatur, observasi sistem, implementasi&#13;
sistem otomatisasi, serta analisis perbandingan kinerja layanan customer service&#13;
sebelum dan sesudah penerapan sistem berbasis AI. Indikator efektivitas yang&#13;
dianalisis mencakup waktu respons, kemampuan sistem dalam menjawab&#13;
pertanyaan konsumen secara otomatis, pemfilteran konsumen, serta pengurangan&#13;
beban kerja customer service.&#13;
Hasil penelitian menunjukkan bahwa penerapan sistem otomatisasi&#13;
customer service berbasis AI mampu meningkatkan kecepatan respons layanan,&#13;
mengurangi beban kerja petugas, serta menekan biaya operasional dibandingkan&#13;
dengan layanan customer service manual. Hasil penelitian ini dapat dimanfaatkan&#13;
oleh perusahaan sektor properti dan organisasi lain sebagai referensi dalam&#13;
penerapan sistem customer service berbasis AI untuk meningkatkan efisiensi dan&#13;
kualitas layanan. Penelitian selanjutnya disarankan untuk mengkaji aspek&#13;
keamanan dan kepuasan pengguna secara lebih mendalam.</mods:abstract><mods:classification authority="lcc">006 Metode komputer khusus</mods:classification><mods:originInfo><mods:dateIssued encoding="iso8061">2026-02-27</mods:dateIssued></mods:originInfo><mods:originInfo><mods:publisher>Universitas AMIKOM Yogyakarta;Fakultas Ilmu Komputer</mods:publisher></mods:originInfo><mods:genre>Thesis</mods:genre></mets:xmlData></mets:mdWrap></mets:dmdSec><mets:amdSec ID="TMD_eprint_32796"><mets:rightsMD ID="rights_eprint_32796_mods"><mets:mdWrap MDTYPE="MODS"><mets:xmlData><mods:useAndReproduction>
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