Year: 2025
Type: article
Abstract: This research explains the impact of implementing AI chatbot technology in handling customer complaints and its implications at KFC Indonesia. KFC seeks to improve customer experience through rapid response, reduced waiting times, and complaint handling using AI chatbots. This research has shown that AI-based chatbot technology has a positive impact on customer satisfaction and is capable of processing consumer behavior data which can then be used to design marketing strategies or loyalty programs. The results of the research evaluation show that a good chatbot not only improves operational efficiency but also establishes long-term strategic relationships between customers and brands. The findings reveal beneficial things for companies that are using AI to improve services in the digital era and emphasize the importance of technology in meeting current expectations.
Institution: State University of Malang
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: hybrid
OpenAlex ID: W4411117238