Model Klasifikasi Biner untuk Evaluasi Hasil Kolaborasi Manusia–AI pada Sistem CRM Berbasis Kecerdasan Buatan Menggunakan Regresi Logistik : A Binary Classification Model for Human–AI Collaboration Outcomes in AI-Based CRM Systems Using Logistic Regression

Ali Ahmad; Berto Mulia Wibawa

doi:10.57152/malcom.v6i1.2484

Authors

Ali Ahmad Institut Teknologi Sepuluh Nopember
Berto Mulia Wibawa Institut Teknologi Sepuluh Nopember

DOI:

https://doi.org/10.57152/malcom.v6i1.2484

Keywords:

CRM Berbasis AI, Kecerdasan Buatan, Klasifikasi Biner, Regresi Logistik

Abstract

Penelitian ini mengusulkan model klasifikasi biner untuk mengevaluasi hasil kolaborasi manusia–AI pada sistem Customer Relationship Management (CRM) berbasis kecerdasan buatan. Model dikembangkan menggunakan regresi logistik sebagai pendekatan machine learning yang bersifat interpretable, dengan tujuan mengklasifikasikan keluaran kolaborasi manusia–AI ke dalam dua kelas, yaitu AI sebagai dukungan atau ancaman. Data dikumpulkan melalui survei terstruktur yang melibatkan profesional sales dan marketing serta pelanggan B2B, kemudian diproses sebagai fitur masukan dalam model klasifikasi. Principal Component Analysis (PCA) digunakan sebagai metode ekstraksi fitur laten untuk mereduksi dimensi dan mengidentifikasi struktur variabel dominan. Kinerja model dievaluasi menggunakan analisis akurasi klasifikasi, signifikansi parameter, serta interpretasi kontribusi fitur terhadap batas keputusan (decision boundary). Hasil menunjukkan bahwa model regresi logistik mampu mencapai tingkat akurasi klasifikasi yang tinggi, dengan intensitas penggunaan AI sebagai fitur paling berpengaruh dalam menggeser probabilitas prediksi ke kelas positif. Struktur fitur pada kelompok profesional menunjukkan kompleksitas yang lebih tinggi dibandingkan pelanggan B2B, yang mengindikasikan perbedaan karakteristik ruang keputusan antara pengguna sistem dan kolaborator sistem. Penelitian ini berkontribusi pada bidang machine learning terapan dan sistem cerdas dengan menunjukkan bagaimana model klasifikasi yang dapat dijelaskan (explainable classification) dapat digunakan untuk menganalisis dinamika kolaborasi manusia–AI dalam sistem CRM berbasis AI.

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