Abstract
This study focuses on efforts to improve Customer Experience by incorporating Artificial Intelligence (AI)-based features into the PLN Mobile application. Given the challenges where many customers remain unaware of the variety of PLN products, the process of becoming a customer, and the boundaries of customer and PLN responsibilities, this research proposes the application of AI to improve customer interactions with PLN. The primary objective is to create an effective AI Chat Bot model for Customer Support, capable of efficiently serving both customers and non-customers. The methodology employed is the DM3 (Data-Driven Decision Management) approach, encompassing stages of data collection, pre-processing, AI model development, testing, launching, and further development. The primary focus is on integrating Natural Language Processing and Machine Learning technologies to enrich customer interactions. The results indicate that implementing an AI Chat Bot in PLN Mobile can enhance Customer Experience, facilitate communication, and gather valuable data for customer service activities. This Chat Bot feature not only improves service quality but also provides new information for PT PLN (persero) from customer activities, ultimately aiding in the increase of electricity sales.
 
 Keywords: Customer Experience, Artificial Intelligence, PLN Mobile
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