Customer Relationship Management Enhancement Strategy for Micro, Small, and Medium Enterprises Using Artificial Intelligence Chatbot Technology

In this rapidly advancing digital era, SME owners are required to adapt to technological changes to remain competitive in the market. One strategy that can be implemented is optimizing Customer Relationship Management (CRM) through the use of Artificial Intelligence (AI) Chatbot technology. This paper examines how AI chatbot technology can be an effective solution to improve the quality of CRM for SMEs with limited resources. AI chatbots offer the ability to provide fast, consistent, and personal responses to customers 24/7, collect customer data for preference analysis, and reduce the workload of customer service teams. Despite having various advantages, AI chatbot implementation also faces challenges such as limitations in handling complex cases, initial development costs, and the need to consider customer data privacy. Selecting the right AI chatbot solution considering the business characteristics of SMEs is key to the successful implementation of this strategy.