REDESAIN PROSES BISNIS LAYANAN KELUHAN PELANGGAN DENGAN TEKNOLOGI ARTIFICIAL INTELLIGENCE MENGGUNAKAN PENDEKATAN BUSINESS PROCESS REENGINEERING (STUDI KASUS PADA APLIKASI CERIA BRI)

Faradilla, Sissy Soraya (2024) REDESAIN PROSES BISNIS LAYANAN KELUHAN PELANGGAN DENGAN TEKNOLOGI ARTIFICIAL INTELLIGENCE MENGGUNAKAN PENDEKATAN BUSINESS PROCESS REENGINEERING (STUDI KASUS PADA APLIKASI CERIA BRI). S2 thesis, Universitas Mercu Buana - Menteng.

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Abstract

This research analyses the business process redesign of Ceria BRI's customer complaint service using Artificial Intelligence (AI) technology with a Business Process Reengineering (BPR) approach. This qualitative research with a post- positivism paradigm reveals that making complaints at Ceria BRI currently uses several channels such as telephone, email, social media, and application. The problems faced include the high number of complaints that received every month in 2023, and some complaints were resolved over Service Level Agreement (SLA). The proposed solution is to redesign the proposed business process design by applying the four stages of Business Process Reengineering (BPR), namely Visioning-Identifying-Analysing-Redesign. These steps aim to improve service quality, grow positive interactions with customers, and enhance the internal performance of the Ceria BRI customer complaint service team. Penelitian ini menganalisis desain ulang proses bisnis layanan keluhan pelanggan Ceria BRI menggunakan teknologi Artificial Intelligence (AI) dengan pendekatan Business Process Reengineering (BPR). Penelitian kualitatif dengan paradigma post-positivisme ini mengungkapkan bahwa pengajuan keluhan pada Ceria BRI saat ini menggunakan berbagai saluran seperti telepon, email, media sosial, dan aplikasi. Permasalahan yang dihadapi antara lain tingginya angka keluhan yang masuk setiap bulan pada tahun 2023, dan sebagian keluhan diselesaikan melebihi Service Level Agreement (SLA). Solusi yang diusulkan adalah melakukan perancangan ulang desain proses bisnis usulan dengan menerapkan empat tahap pada Business Proces Reengineering (BPR), yaitu Visioning-Identifying- Analyzing-Redesign. Langkah-langkah ini bertujuan untuk meningkatkan kualitas layanan, menumbuhkan interaksi positif dengan pelanggan, dan memperkuat kinerja internal tim layanan keluhan pelanggan Ceria BRI.

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