Chatbots are increasingly being used as a representative agent for big companies as their implementation opens up promising opportunities to improve customer service. The present paper examines chatbots in this context, elaborating on their impacts in service quality. The purpose of this research is to understand the form of implementation of an artificial intelligence chatbot in the field of customer service in PT. FinAccel Finance Indonesia. A descriptive qualitative method is used in this research by collecting data through interviews and literature studies. This study uses SWOT analysis (strength, weakness, opportunity, threat) as a strategy planning technique and problem solving that emphasizes the importance of the role of internal and external factors. The authors informed the solution obtained by PT. FinAccel Finance Indonesia after knowing the advantages and disadvantages of chatbots.