Analisis Implementasi Chatbot sebagai Sarana Komunikasi dan Efisiensi Layanan Pelanggan terhadap Peningkatan Kinerja PT Pelindo Terminal Peti Kemas Semarang

This study aims to analyze the implementation of chatbots as a means of communication and customer service efficiency and its impact on improving the performance of PT Pelindo Terminal Petikemas Semarang. The research method used is a qualitative method with a case study approach used to examine how chatbots automate routine tasks, reduce human error, and improve operational consistency. Data were collected through in-depth interviews and direct observations with triangulation data analysis methods. The results of this study indicate that chatbots are able to provide 24/7 service, accelerate customer response, and reduce waiting times which increase customer satisfaction and loyalty. The identified constraints include system integration, data security, user privacy, employee resistance, and additional training needs. To overcome these constraints, companies can collaborate with technology vendors, cybersecurity experts, and legal consultants, as well as invest in employee training and routine performance monitoring. Based on the results above, it can be concluded that chatbot implementation can improve operational efficiency and customer service quality with the right strategy to overcome existing constraints.