Pada hari minggu siang di salah satu ruang meeting sebuah hotel di seputaran Kota Jakarta, saya menghadiri acara gathering komunitas alumni Motivator Academy yang dihadiri oleh beberapa alumni dari berbagai angkatan. Tidak terasa, acara yang sangat seru ini berlangsung cukup panjang, dimulai sejak tengah hari hingga pukul 6 sore. Selain perkenalan dari para trainers yang hadir, ada beberapa trainers yang sharing dan salah satunya adalah book author ‘Digital Marketing In Action’ yang dirilis tahun 2016, Juanda Rovelim. Buku yang berisikan kata pengantar Motivator terkenal seperti Andrie Wongso, Tung Desem Waringin, Merry Riana ini membahas topik ’70 strategi mudah dan efektif untuk memenangkan persaingan di Era Digital’.
Dalam presentasi yang berlangsung sekitar satu jam, Juanda menyampaikan sesuatu yang sangat menarik, yaitu chatbot. Chatbot menurut dari definisi di wikipedia adalah sebuah program komputer yang dirancang untuk menyimulasikan percakapan intelektual dengan satu atau lebih manusia baik secara audio maupun teks. Jadi, kita bisa mengirim pesan dalam bentuk teks lalu lawan bicara akan merespons secara otomatis sesuai kebutuhan.
Chatbot (Chatter Robot) ada di dalam Facebook Messenger, Telegram, dan LINE. Seperti artificial intelligence lainnya, mereka bisa melayani keperluan kita kapan saja dan di mana saja. Jika sebelumnya ketika kita membutuhkan informasi kita melakukan Googling, klik atau tap sana sini hingga informasi yang diinginkan didapat, dengan chatbot, kita tinggal minta informasi tentang sesuatu bisa hanya dalam hitungan detik.
Menurut data 2017, Facebook (FB) dan Instagram masih memiliki peringkat tertinggi dari segi pengguna, maka para Digital Marketers dengan sangat jeli mengambil kesempatan untuk menggunakan social media tersebut dalam memasarkan produknya. Dalam Facebook, kita harus membuat ‘page’ sebagai media utama. Karena kebijakan dari socmed buatan Mark Zuckerberg ini menyebutkan bahwa dalam profile FB, kita tidak boleh mencantumkan nama perusahaan atau nama produk kita, jika ketahuan, akan di banned. FB menggunakan FB messenger sebagai aplikasi pendukung yang sangat efektif. Bahkan di ‘page’ tadi kita bisa create barcode yang secara mudah dapat di scan dan di forward kemana pun.
Lalu adakah hubungannya dengan Knowledge Management? Jawabannya adalah, Sangat erat! Karakteristik dari chatbot yang disebutkan di atas sangat implementatif di dalam aktifitas knowledge management. Jika pada customer dari chatbot adalah pelanggan atau prospek bisnis atau perusahaan, maka customer dari knowledge management adalah para karyawan perusahaan atau anggota organisasi. Alangkah sangat efektif dan efisien jika seorang karyawan yang membutuhkan informasi dapat mendapatkan apa yang dibutuhkan hanya dalam hitungan detik.
Untuk organisasi atau perusahaan yang memiliki jumlah karyawan cukup besar (diatas 250), telegram adalah media yang sangant cocok untuk digunakan sebagai media sosial internal, karena kapasitas membernya dapat menampung hingga 10.000 orang dalam satu group. Adapun socmed selain telegram, yang cukup handal adalah LINE yang sangat populer di kalangan remaja karena emoticon dan animasi nya yang menarik.
Lalu, bagaimanakah membuat chatbot? apakah membutuhan sebuah keahlian tertentu? Challenge nya adalah, dalam membuat fitur Chatbot, kita membutuhkan ketrampilan tertentu, khususnya coding. Ada aturan-aturan khusus dalam membuat scrip bot nya. Di perusahaan, kita bisa berkoordinasi dengan Divisi yang menangani Teknologi Informasi, atau ada banyak provider atau perusahaan-perusahaan pembuat chatbot yang dapat digunakan jasa nya, tinggal pilih tergantung budget dan kebutuhan.
Jadi, selain tuntutan dunia bisnis saat ini dimana chatbot sangat dapat diandalkan dalam digital marketing, chatbot juga dapat diandalkan dalam people development di dalam perusahaan, khususnya knowledge management
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