Pengaruh Teknologi Chatbot Terhadap Efektivitas Komunikasi Pada Layanan Telkomsel

Ananda Nur Rizki Ramadhan; A. Sigit Pramono Hadi

doi:10.53697/iso.v6i2.3837

Authors

Ananda Nur Rizki Ramadhan Sekolah Tinggi Ilmu Komunikasi InterStudi
A. Sigit Pramono Hadi Sekolah Tinggi Ilmu Komunikasi InterStudi

DOI:

https://doi.org/10.53697/iso.v6i2.3837

Keywords:

Chatbot Technology, Communication Effectiveness, Customer Service, Telkomsel, Virtual Assistant

Abstract

Era Industri 4.0 mendorong integrasi chatbot dalam layanan pelanggan, mengubah dinamika komunikasi sektor telekomunikasi Indonesia. Asisten virtual Veronika milik Telkomsel menjadi contoh utama melalui aplikasi MyTelkomsel dan media sosial. Penelitian ini bertujuan mengkaji pengaruh teknologi chatbot terhadap efektivitas komunikasi. Menggunakan pendekatan kuantitatif survei eksplanatif, populasi 22.400 anggota Facebook Komunitas Sahabat Telkomsel disampling 100 pengguna aktif dengan teknik purposive dan rumus Taro Yamane. Data primer dikumpul via kuesioner Google Form berskala Likert, diuji validitas (KMO>0,5) dan reliabilitas (Cronbach's α>0,7), dianalisis SPSS 25 meliputi uji normalitas, korelasi Pearson, uji t, dan regresi linier sederhana. Hasil menunjukkan korelasi kuat positif (r=0,757, p<0,05), pengaruh signifikan (t=11,875), dan 57,3% variasi dijelaskan (R²=0,573). Kesimpulan mengkonfirmasi teknologi chatbot meningkatkan efektivitas komunikasi secara signifikan, menyarankan optimalisasi bahasa natural.

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