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October 2, 2025JURNAL MANAJEMEN BISNISOpen Access

The Relationship Between Chatbots AI Solutions and Human Capital Readiness in The Industry 4.0 Era Towards Customer Experience Satisfaction: A Case Study of Customer Service Talents in Multinational Corporation

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Authors

SSSatriyo Adhipranoyo SoeradhyoAHAchmad Fajar Hendarman

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Overview

Mixed-methods research shows chatbots and AI enhance customer experience, while human capital readiness suggests barriers.

Key Points

  • Chatbots and AI solutions significantly enhance customer satisfaction in Industry 4.0.
  • Human capital readiness remains a barrier to effective knowledge sharing and customer service.
  • The study uses a mixed-methods approach, integrating surveys and discussions to analyze the impact.
  • Recommendations include implementing a knowledge management system to foster collaboration.

Cite This Study

Soeradhyo et al. (2025) studied this question.

synapsesocial.com/papers/68de6f3683cbc991d0a2244ehttps://doi.org/10.33096/jmb.v12i2.1158
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