Peran Kecerdasan Buatan dalam Meningkatkan Efisiensi dan Efektivitas Strategi Pemasaran Omnichannel pada UMKM di Kota Semarang

Abstract

This study aims to examine the role of Artificial Intelligence (AI) in improving the efficiency and effectiveness of omnichannel marketing strategies for SMEs in Semarang City. The research method used is a qualitative approach with case studies on SMEs that have adopted AI. Data were collected through in-depth interviews with SME owners, managers, and employees, and analyzed using thematic analysis. The results show that the adoption level of AI in omnichannel marketing strategies among SMEs in Semarang City is still relatively low. Some SMEs have started utilizing chatbots, customer data analytics, and content personalization. The main challenges in AI adoption include lack of understanding, limited resources, and concerns about implementation complexity. However, SMEs that have adopted AI report improvements in marketing efficiency and effectiveness, such as better customer service, relevant personalization, and campaign optimization. This study provides recommendations to increase AI adoption in SMEs in Semarang City, including education and training, incentives and support, development of affordable and user-friendly AI platforms, and collaboration among stakeholders to create a conducive ecosystem. These findings are expected to assist SMEs, policymakers, and academics in driving the digital transformation of SMEs through AI adoption.