Paradoks Empati: Tinjauan Sistematis Komunikasi Antarpribadi Manusia dalam Pelayan Pelanggan Berbasis Kecerdasan Buatan Hibrida
DOI:
https://doi.org/10.63822/dscdya14Keywords:
Artificial Intelligence, Customer Service, Empathy, Interpersonal Communication, Hybrid AIAbstract
The development of digital technology, particularly Artificial Intelligence (AI), has brought about significant changes in the way companies communicate with customers. The use of AI in customer service, such as chatbots and virtual assistants, provides convenience through faster, more efficient, and more accessible services. However, these developments also pose challenges in interpersonal communication, particularly regarding AI's ability to convey empathy, which is typically found in human interactions. This study aims to analyze how the use of Artificial Intelligence affects interpersonal communication in a Hybrid AI-Driven Customer Services system and to identify the role of empathy in building a better customer experience. This study used the Systematic Literature Review (SLR) method by analyzing various scientific articles related to Artificial Intelligence, interpersonal communication, empathy, Computer-Mediated Communication (CMC), and customer satisfaction. The results show that AI makes a positive contribution to improving service effectiveness through automation, response speed, and ease of access to information. However, AI still has limitations in deeply understanding customer emotions because it lacks the emotional experience of humans. Therefore, implementing a Hybrid AI-Driven Customer Services system provides a solution by combining the capabilities of AI technology with the role of humans. While AI can help address simple customer needs, humans are still needed to provide empathy and resolve more complex issues. This research demonstrates that the development of AI in customer service should not only focus on technological efficiency but also consider interpersonal communication aspects to create a more personalized and meaningful customer experience.
Downloads
References
Hanila, s. Alghaffaru, MA. (2023) Pelatihan Penggunaan Artificial Intelligence (AI) Terhadap Perkembangan Teknologi Pada Pembelajaran Siswa Sma 10 Sukarami Kota Bengkulu. Jurnal dehasen mengabdi. Vol. 2(2) 221–226.
Murphy, R. F. (2019). Artificial Intelligence Applications to Support K12Teachers and Teaching: A Review ofPromisingApplications, Opportunities, and Challenges. Perspective.RAND Corporation.Rich, elaine, dan Kevin Knight. 1991.Artificial Intelligence. McGraw-Hill Inc. New York.
Goel, S., & Vohra, V. (2020). Berinvestasi dalam infrastruktur teknologi dan pelatihan guru untuk integrasi kecerdasan buatan yang efektif dalam pendidikan tinggi. Jurnal Internasional Teknologi Pendidikan dalam Pendidikan Tinggi, 17(3), 78-92
Barr, M., & Harrison, J. (2021). Mengatasi masalah privasi dalam penggunaan kecerdasan buatan dalam pendidikan tinggi: Pertimbangan kebijakan dan mekanisme perlindungan. Jurnal Privasi & Keamanan Informasi, 17(3), 89-104.
Pratama, R.P., Faisal, M. and Hanani, A., 2019. Deteksi Plagiarisme pada Dokumen Jurnal Menggunakan Metode Cosine Similarity. SMARTICS Journal, 5(1), pp.22-26.
Russell, S., & Norvig, P. (2021). Artificial Intelligence: A Modern ApproachPearson. Sugiyono.
Kuswinarno Mudji., Sakinah Ria. (2023). Dampak Kecerdasan Buatan Terhadap Digitalisasi dan Kinerja Sumber Daya Manusia: Peluang dan Tantangannya. https://jurnal.mediaakademik.com/index.php/jma/article/download/777/722/2315
Sudaryanto., A.P., Hanny., S. (2023). Manajemen Sumber Daya Manusia Sektor Publik Menghadapi Kemajuan Kecerdasan Buatan (Artificial Intellignce). https://www.ejournal.unmus.ac.id/index.php/fisip/article/download/5402/3041
Fedyk, A., Hodson, J., Khimich, N., & Fedyk, T. (2022). Is artificial intelligence improving the audit process? Review of Accounting Studies, 27, 938–985.
Kuswinarno Mudji., Sakinah Ria. (2023). Dampak Kecerdasan Buatan Terhadap Digitalisasi dan Kinerja Sumber Daya Manusia: Peluang dan Tantangannya.
Crawford, K. (2021). Atlas of AI: Power, politics, and the planetary costs of artificial intelligence. Yale University Press.
Emerald Insight. (2024). AI-powered HR analytics and strategic decision-making in service industries. Emerald Publishing.
Abdurrahim. (2025). AI recruitment tools and their impact on candidate quality: An empirical study. Journal of Human Capital Development, 12(1), 45–60.
Puspitasari, I. P., Rohmat, M., & Lubis, M. (2025). Transformasi Customer Communication Management Berbasis Teknologi Digital: Studi Kasus OCA Platform Omnichannel di Indonesia. Jurnal Informatika dan Teknologi Digital.
Agutian. M, D., & Ratih. M, A. (2026). Pemanfaatan Chatbot Artificial Intelligence dalam WACS untuk Efisiensi dan Pengembangan Sumber Daya Manusia di B21 Digital Printing. Jurnal Magister Manajemen. 6(2), 2807-2819.
Nugraha, Y. N. (2022). Peran Responsiveness Chatbot Artificial Intelligence Dalam Membentuk Customer Satisfaction. Jurnal Manajemen dan Bisnis Sriwijaya, 20(1).
Nugraha, Y. N. (2022). Peran Responsiveness Chatbot Artificial Intelligence Dalam Membentuk Customer Satisfaction. Jurnal Manajemen dan Bisnis Sriwijaya, 20(1).
DeVito, J. A. (2022). The Interpersonal Communication Book (15th ed.). New York: Pearson.
Holtzman, L., & Hayes, J. (2021). Interpersonal Communication in Digital Age: Meaning, Presence, and Empathy. Journal of Communication Inquiry, 45(6), 523–540.
Davis, M. H., et al. (2023). Empathy Reconsidered: Cognitive and Affective Processes in Human–Machine Interaction. Journal of Social and Personal Relationships, 40(2), 412–435.
Van Dijck, J. (2022). The Paradox of Empathy: Can Digital Systems Ever Care? Digital Society, 1(1), 1–18.
Sari, R., & Pratiwi, D. (2025). Efektivitas Komunikasi Antarpribadi dan Empati dalam Layanan Berbasis Teknologi. Jurnal Ilmu Komunikasi, 23(1), 45–62.
Aini, N., & Setiawan, B. (2025). Konstruksi sosial komunikasi digital: Dilema empati antara chatbot artificial intelligence dan agen manusia dalam industri jasa. Jurnal Komunikasi Interpersonal dan Digital, 7(2), 145-159.
Darmanto, R., & Wijaya, A. (2024). Mengukur tingkat kepuasan pelanggan pada platform e-commerce: Analisis komparatif respons robotik vs respons manusia. Jurnal Ilmu Sosial dan Humaniora, 12(3), 88-102.
Fitriani, S., & Lestari, P. (2026). Computer-Mediated Communication (CMC) di era AI: Analisis hilangnya isyarat nonverbal dalam interaksi konsumen-mesin. Media dan Jurnal Komunikasi UTU, 4(1), 23-37.
Gunawan, I., & Rahmawati, D. (2025). Paradoks empati kognitif dan afektif pada penerapan artificial intelligence di sektor customer service. Jurnal Riset Manajemen dan Bisnis, 10(1), 45-58.
Hidayat, M. R., & Kurniawan, T. (2024). Strategi penanganan keluhan konsumen yang kompleks melalui model komunikasi hibrida (Hybrid Customer Service). Jurnal Administrasi Bisnis dan Komunikasi, 15(4), 312-326.
Prasetyo, A., & Utami, T. S. (2025). Batasan teknologi dalam ruang komunikasi antarpribadi: Mengapa sentuhan emosional manusia tidak tergantikan oleh kecerdasan buatan. Jurnal Ilmu Komunikasi Indonesia, 23(2), 110-124.
Ramadhan, F., & Safitri, A. (2026). Desain alur komunikasi hibrida (Hybrid AI-Driven) untuk optimalisasi kualitas layanan digital (E-Service Quality). Jurnal Teknologi dan Sistem Informasi, 8(2), 201-215.
Wibowo, S., & Siregar, M. (2024). Analisis kegagalan chatbot dalam mereduksi ketidakpastian komunikasi pada keluhan pelanggan tingkat lanjut. Jurnal Kajian Komunikasi, 12(2), 175-189.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Elza Evelina Amanta Simanjuntak, Naztia Maulida Putri, Fera Widianata, Santa Clara Sitanggang, Iza Alfira, Wilda Sarwangi, Aulia Risky (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
