Analisis Teks Respon Otomatis Chatbot Provider Internet dan Telepon Seluler Menggunakan Karakter Perempuan
Main Article Content
Abstract
Customer service from various providers now integrates artificial intelligence, allowing users to access assistance anytime, 24/7. This study explores human-machine interaction through the lens of the Media Equation theory. The primary focus is to analyze the message content from three AI-powered virtual assistants: Maira from MyRepublic, Veronika from Telkomsel, and Maya from XLCare.
Using a qualitative approach, this research examines text-based conversations between users and chatbots to understand how these AI systems engage with customers. The findings reveal that the chatbots, personified with female identities Maira, Veronika, and Maya are designed to exhibit human-like characteristics, making interactions feel more natural. This study highlights how human communication with AI can mirror interpersonal relationships. However, further research is needed to explore how chatbot-driven interactions align with the Media Equation theory, particularly in measuring user satisfaction.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
References
Reeves B., Naas, C., (1996) The Media Equation: How People Treat Computers, Television, and New Media Like Real People and Places.
Cio. (2023, May 19). Book review: The Man Who Lied to his Laptop. CIO. https://www.cio.com/article/198201/book-review-the-man-who-lied-to-his-laptop.html
Epley, N., Waytz, A., & Cacioppo, J. T. (2007). On seeing human: A three-factor theory of anthropomorphism. Psychological Review, 114(4), 864–886. https://doi.org/10.1037/0033-295x.114.4.864
Nass, C. (2014). Wired for speech: How voice activates and advances the human-computer relationship. Stanford.
Nass, C. (2005b). Wired for speech: How voice activates and advances the human-computer relationship. Stanford. https://www.academia.edu/909177/Wired_for_speech_How_voice_activates_and_advances_the_human_computer_relationship
De Andrade, I. M., & Tumelero, C. (2022b). Increasing customer service efficiency through artificial intelligence chatbot. Revista De Gestão, 29(3), 238–251. https://doi.org/10.1108/rege-07-2021-0120
Gupta, S., & Gupta, S. (2024, February 6). Chatbot vs obrolan langsung: Mana yang lebih baik untuk layanan pelanggan? Yellow.ai. https://yellow.ai/id/blog/chatbot-vs-live-chat/
Ding, Y., & Najaf, M. (2024). Interactivity, humanness, and trust: a psychological approach to AI chatbot adoption in e-commerce. BMC Psychology, 12(1). https://doi.org/10.1186/s40359-024-02083-z
Umair, M., et al. (2021). Emotion-Aware Chatbots: Understanding, Reacting and Adapting to Human Emotions. Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems.
The Man Who Lied to His Laptop: What Our Machines Can Teach Us About Human Relationships by Clifford Nass - 9781617230011. (n.d.). Copyright © 2024 QBD Books. https://www.qbd.com.au/the-man-who-lied-to-his-laptop-what-our-machines-can-teach-us-about-human-relationships/clifford-nass/9781617230011/
Robertson et al. (2020) "AI and Gender: Beyond Bias" di Nature Machine Intelligence
Jewitt, C. (Ed.) (2009). The Routledge Handbook of Multimodal Analysis. London Routledge. - References - Scientific Research Publishing. (n.d.). https://www.scirp.org/reference/referencespapers?referenceid=1634763
Boussard, M. (2018), The MIT Press, Massachusetts Institute of Technology. (2024, June 18). Book Details - MIT Press. MIT Press. https://mitpress.mit.edu/9780262537018/artificial-unintelligence.
Zellou, G., Cohn, M., & Segedin, B. F. (2021). Age- and Gender-Related Differences in Speech Alignment Toward Humans and Voice-AI. Frontiers in Communication, 5, 600361. 10.3389/fcomm.2020.600361(fcomm-05-60036
Van Der Goot, M. J., & Etzrodt, K. (n.d.). Disentangling Two Fundamental Paradigms in Human-Machine Communication Research: Media Equation and Media Evocation. STARS. https://stars.library.ucf.edu/hmc/vol6/iss1/2/
Lee, K. M. (2004). Why Presence Occurs: Evolutionary Psychology, Media Equation, and Presence. PRESENCE Virtual and Augmented Reality, 13(4), 494–505. https://doi.org/10.1162/1054746041944830
Cowie, R., Douglas-Cowie, E., Tsapatsoulis, N., Votsis, G., Kollias, S., Fellenz, W., & Taylor, J. (2001). Emotion recognition in human-computer interaction. IEEE Signal Processing Magazine, 18(1), 32–80. https://doi.org/10.1109/79.911197
Sadekov, K. (2024, November 4). Chatbot Case Study in the Telecommunication Industry. MindTitan. https://mindtitan.com/resources/case-studies/chatbot-case-study-in-telecom/
Perdana, R. P., & Irwansyah, I. (2019). Implementasi Asisten Virtual Dalam Komunikasi Pelayanan Pelanggan (Studi Kasus Pada Layanan Pelanggan Telkomsel). Jurnal Komunikasi, 11(2), 183. https://doi.org/10.24912/jk.v11i2.5491
AI dalam Siri, Alexa, & Google: Asisten Virtual Cerdas & Adaptif. (n.d.). Indonesia Artificial Intelligence Hub. https://aihub.id/pengetahuan-dasar/asisten-virtual-cerdas
R.H. Ardiansyah, A.G. Sulaksono Layanan pelanggan berbasis Natural Language Processing melalui chatbot pada aplikasi pesan (2023) https://doi.org/10.26905/jisad.v1i1.9858
Saputro, W. A., Kusrini, K., & Luthfi, E. T. (2021). Tinjauan Literatur Sistematis Chatbot Untuk Pelayanan Pelanggan. Jurnal Informa Jurnal Penelitian Dan Pengabdian Masyarakat, 7(1), 15–20. https://doi.org/10.46808/informa.v7i1.194
Veronika Telkomsel - Ketahui lebih lanjut tentang Asisten Virtual. (n.d.). Telkomsel. https://www.telkomsel.com/support/asisten-virtual-telkomsel
https://www.digination.id/read/016633/mengenal-teknologi-chatbot
Dewi, N. S. (n.d.). Mengenal Teknologi Chatbot. www.digination.id.
https://www.digination.id/read/016633/mengenal-teknologi-chatbott
Tech in Asia Indonesia. (n.d.). Tech in Asia Indonesia - Menghubungkan Ekosistem Startup Indonesia. https://id.techinasia.com/perkembangan-chatbot-indonesia
Goasduff, L., & Pettey, C. (2011). Gartner Says By 2015, Your Friends Will Be More Virtual Than Real. Gartner. Retrieved from gartner.com
Griffin, E., Ledbetter, A., & Sparks, G. (2018, October 30). A First Look at Communication Theory -10/E. Open Library. https://openlibrary.telkomuniversity.ac.id/pustaka/145886/a-first-look-at-communication-theory-10-e-.html
Littlejohn, S. W., & Foss, K. A. (2009). Encyclopedia of Communication Theory. Thousand Oaks, CA: SAGE Publication Inc. https://doi.org/10.4135/9781412959384
Tannen, D. (1990), You Just Don’t Understand, Ballantine, New York. https://www.deborahtannen.com/you-just-dont-understand
Fredrickson, B. L., & Roberts, T. A. (1997). Objectification theory. Psychology of Women Quarterly, 21(2), 173-206.
Kramarae, C., (2005), Muted Group Theory and Communication: Asking Dangerous Questions, Women and Language, Vol. 22, 2005, pp. 55–61.
Ge, X., Xu, C., Misaki, D., Markus, H. R., & Tsai, J. L. (2024). How Culture Shapes What People Want From AI. How Culture Shapes What People Want From, 1–15. https://doi.org/10.1145/3613904.3642660
Tegmark, M. (2017). Life 3.0: Being human in the age of Artificial Intelligence. In Alfred A. Knopf. Alfred A. Knopf. https://www.cag.edu.tr/uploads/site/lecturer-files/max-tegmark-life-30-being-human-in-the-age-of-artificial-intelligence-alfred-a-knopf-2017-aTvn.pdf