Memahami Resistensi Karyawan terhadap Implementasi Artificial Intelligence dalam Layanan Contact Center

Fitri Afrina; M. Asaadulhaq Ash shidiq; Dana Budiman

doi:10.31004/riggs.v4i4.5896

Authors

Fitri Afrina Universitas Nusa Putra
M. Asaadulhaq Ash shidiq Universitas Nusa Putra
Dana Budiman Universitas Nusa Putra

DOI:

https://doi.org/10.31004/riggs.v4i4.5896

Keywords:

Artificial Intelegence, Resistensi Perubahan, Layanan Pelanggan, transformasi digital, Sistematis Literature Review

Abstract

Transformasi digital yang ditandai oleh penerapan Artificial Intelligence (AI) secara masif dalam layanan contact centertelah membawa efisiensi operasional yang signifikan, namun juga memunculkan fenomena resistensi di kalangan karyawan. Penelitian ini bertujuan untuk memahami bagaimana proses resistensi karyawan terhadap implementasi AI terbentuk, faktor-faktor yang memengaruhinya, serta strategi organisasi yang efektif dalam mengelola perubahan tersebut. Dengan menggunakan pendekatan Systematic Literature Review (SLR) terhadap 56 artikel terindeks Scopus, studi ini menyintesis temuan empiris terkait dinamika psikologis, sosial, dan organisasional dalam penerapan AI pada layanan contact center. Hasil analisis mengidentifikasi tiga tema utama, yaitu: (1) bentuk resistensi yang mencakup aspek kognitif, emosional, dan perilaku; (2) faktor penyebab resistensi yang meliputi persepsi ancaman pekerjaan, kurangnya kejelasan komunikasi organisasi, serta rendahnya kepercayaan terhadap sistem AI; dan (3) strategi pengelolaan resistensi yang efektif melalui pelatihan berkelanjutan, keterlibatan karyawan, serta kolaborasi manusia–AI yang adaptif. Temuan penelitian menegaskan bahwa resistensi bukan sekadar hambatan, melainkan respons adaptif terhadap perubahan teknologi yang dapat diarahkan menjadi peluang untuk memperkuat keterlibatan dan pemberdayaan karyawan. Penelitian ini memberikan kontribusi teoretis terhadap pemahaman multidimensi resistensi dalam konteks adopsi AI, sekaligus implikasi praktis bagi organisasi dalam merancang strategi transformasi digital yang berorientasi pada keseimbangan antara efisiensi teknologi dan nilai kemanusiaan dalam pelayanan pelanggan.

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