Optimasi Pelayanan Nasabah Bank Syariah Indonesia Melalui Penggunaan Kecerdasan Buatan
DOI:
https://doi.org/10.30651/jms.v9i2.22128Abstract
Penelitian ini bertujuan untuk mengoptimalkan pelayanan nasabah pada Bank Syariah Indonesia dengan memanfaatkan kecerdasan buatan. Penelitian dilakukan dengan pendekatan kualitatif deskriptif untuk mengeksplor efektivitas kecerdasan buatan terhadap kinerja layanan di Bank Syariah Indonesia. Isu penelitian ini menyoroti bagaimana kecerdasan buatan dapat meningkatkan kualitas layanan nasabah berbasis teknologi. Metode penelitian menggunakan pendekatan kualitatif deskriptif dengan melibatkan 18 responden yang merupakan nasabah Bank Syariah Indonesia. Data dikumpulkan melalui wawancara mendalam dan analisis dokumen terkait implementasi kecerdasan buatan dalam sistem layanan bank. Hasil penelitian menunjukkan bahwa implementasi kecerdasan buatan efektif memangkas proses yang tidak efisien, serta mengurangi peran Customer Service (CS) dalam beberapa aspek. Penemuan ini menegaskan bahwa kecerdasan buatan dapat meningkatkan efisiensi layanan nasabah, memberikan pengalaman yang lebih baik, dan secara keseluruhan memperbaiki kualitas layanan di Bank Syariah Indonesia. Implikasi praktis penelitian ini memberikan pandangan yang berharga bagi lembaga keuangan yang ingin meningkatkan pelayanan nasabah mereka melalui pemanfaatan teknologi kecerdasan buatan.
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