Analisis dan Perbaikan Proses Bisnis Berdasarkan Metode BPI pada Perusahaan ‘Chatbot AI’

Azizah Fitria Wibisono (Sistem Informasi, Telkom University Surabaya)
Raulia Riski (Sistem Informasi, Telkom University Surabaya)
M Wildan Leroidin El Hadiq (Sistem Informasi, Telkom University Surabaya)
Muhammad Rusydan Arifi Sulaiman (Sistem Informasi, Telkom University Surabaya)
Gita Naisya Wardani (Sistem Informasi, Telkom University Surabaya)
Dimas Dwi Suryoaji (Sistem Informasi, Telkom University Surabaya)

Jurnal Teknologi Dan Sistem Informasi Bisnis
Vol. 8 No. 3 (2026): Juli 2026

Chatbot AI is a local artificial intelligence technology company focusing on intelligent chatbot solutions based on internal documents. This research aims to model and analyze the company's "as-is" business processes to identify operational inefficiencies. The research method employed was semi-structured in-depth interviews with the Chief Marketing Officer to collect qualitative and quantitative data regarding duration, quality, cost, and process flexibility. Research results through the Process Portfolio matrix indicate that the Marketing & Sales process has the longest duration (26 working days), while Inbound Logistics and Service processes were identified as top improvement priorities. Inbound Logistics was selected as a "quick win" priority due to its high feasibility (70%), while the Service process was designated as a critical strategic priority to maintain client retention in the subscription business model. BPMN modeling was conducted on four core processes to facilitate digital transformation and the development of the company's formal Standard Operating Procedures (SOPs).