FUNGSI PERSONAL PUBLIC RELATIONS DALAM PEMANFAATAN ARTIFICIAL INTELLIGENCE UNTUK MENINGKATKAN PENGALAMAN PELANGGAN: (Studi Prestasi Presenter PT Kereta Commuter Indonesia Pada Kompetisi Internasional Contact Center World Kategori Best Deployment Of AI To Enhance Customer Experience)

Saefullah, Ahmad (2025) FUNGSI PERSONAL PUBLIC RELATIONS DALAM PEMANFAATAN ARTIFICIAL INTELLIGENCE UNTUK MENINGKATKAN PENGALAMAN PELANGGAN: (Studi Prestasi Presenter PT Kereta Commuter Indonesia Pada Kompetisi Internasional Contact Center World Kategori Best Deployment Of AI To Enhance Customer Experience). S1 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

Peran Personal Public Relations dalam pemanfaatan teknologi Artificial Intelligence (AI) untuk meningkatkan pengalaman pelanggan, dengan studi pada keberhasilan presenter PT Kereta Commuter Indonesia (KAI Commuter) dalam ajang internasional Contact Center World 2024 kategori Best Deployment of AI to Enhance Customer Experience. Berangkat dari meningkatnya kompleksitas permasalahan layanan dan keamanan di lingkungan transportasi publik, yang menuntut perusahaan untuk menghadirkan inovasi berbasis teknologi yang adaptif, responsif, dan berorientasi pada kebutuhan pelanggan. Dalam konteks tersebut, penulis Ahmad Saefullah berperan secara langsung sebagai Staf Information Technology KAI Commuter yang terlibat dalam tim perencanaan dan pengembangan implementasi AI berbasis CCTV Analytics, sekaligus dipercaya sebagai presenter dan representasi perusahaan di tingkat internasional. Penulis juga merupakan mahasiswa Program Studi Ilmu Komunikasi bidang Public Relations Universitas Mercu Buana, yang menjadikan peran ini tidak hanya bersifat teknis, tetapi juga komunikatif. Penulis mengintegrasikan pemahaman teknologi dengan kompetensi Public Relations melalui penyusunan narasi presentasi yang strategis, persuasif, dan mudah dipahami oleh audiens global. Hasil keikutsertaan penulis adalah keberhasilan meraih penghargaan GOLD Winner pada ajang Contact Center World 2024 menjadi bukti nyata bahwa prestasi individu, ketika didukung oleh kemampuan public speaking, pemahaman strategi komunikasi, dan peran Personal Public Relations yang kuat sehingga mampu memberikan dampak positif terhadap citra dan reputasi perusahaan. The Role of Personal Public Relations in Utilizing Artificial Intelligence (AI) Technology to Enhance Customer Experience, with a Study on the Success of PT Kereta Commuter Indonesia (KAI Commuter) Presenters at the International Contact Center World 2024 Event in the Best Deployment of AI to Enhance Customer Experience Category. Starting from the increasing complexity of service and security issues in the public transportation environment, which demands that companies introduce adaptive, responsive, and customer-needs-oriented technology-based innovations. In this context, the author, Ahmad Saefullah, played a direct role as an Information Technology Staff member of KAI Commuter, involved in the planning and development team for the implementation of CCTV Analytics-based AI, and was also trusted as a presenter and company representative at the international level. The author is also a student in the Public Relations Communication Science Study Program at Mercu Buana University, which makes this role not only technical but also communicative. The author integrates technological understanding with Public Relations competencies by crafting presentation narratives that are strategic, persuasive, and easily understood by a global audience. The author's participation resulted in winning the GOLD Winner award at the Contact Center World 2024 event, which is concrete proof that individual achievement, when supported by public speaking skills, an understanding of communication strategies, and a strong Personal Public Relations role, can have a positive impact on the company's image and reputation.

Item Type: Thesis (S1)
NIM/NIDN Creators: 44221120017
Uncontrolled Keywords: Contact Center World, Personal PR, Public Relations, Customer Experience, Artificial Intelligence, Public speaking, Presenter, KAI Commuter Contact Center World, Personal PR, Public Relations, Customer Experience, Artificial Intelligence, Public speaking, Presenter, KAI Commuter
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 006 Special Computer Methods/Metode Komputer Tertentu > 006.3 Artificial Intelligence/Kecerdasan Buatan
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: ZAIRA ELVISIA
Date Deposited: 09 Jan 2026 04:13
Last Modified: 09 Jan 2026 04:13
URI: http://repository.mercubuana.ac.id/id/eprint/100507

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