To enhance user experience, online ojek applications have integrated Artificial
Intelligence (AI) through features like chatbots, service recommendations, and
interaction analysis. This study aims to examine the effect of AI implementation and
customer engagement on customer satisfaction in the city of Cirebon. Using a
quantitative approach with 401 respondents, data were collected through a
questionnaire and analyzed using Slovin’s formula and Structural Equation Modeling-
Partial Least Squares (SEM-PLS). The results show that AI significantly improves
customer satisfaction by increasing service accessibility and ease of use. Furthermore,
AI positively influences customer engagement, which in turn has a substantial impact
on overall customer satisfaction.