Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review
Artificial intelligence (AI) is transforming the 21st century service industries. With increased availability of virtual channels, new approaches to resource management are required for effective service delivery. A notable example is Amazon, which is res
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Aveiro University, Aveiro, Portugal {reis.joao,mamorim}@ua.pt 2 Department of Industrial Engineering, Afeka College of Engineering, Tel Aviv, Israel [email protected] 3 IEETA & ESTGA, Universidade de Aveiro, Aveiro, Portugal [email protected]
Abstract. Artificial intelligence (AI) is transforming the 21st century service industries. With increased availability of virtual channels, new approaches to resource management are required for effective service delivery. A notable example is Amazon, which is reshaping itself with AI-based technologies, relying on robot service delivery systems, either through faster inventory checks or product delivery that reached unprecedented speed. This study provides an overview of the existing theory concerning the next generation of AI technologies that are revolutionizing the service delivery systems (SDS). To this end, we have systematically reviewed the literature to identify and synthesize the existing body of knowledge and update academics and practitioners regarding the latest AI developments on the SDS’s. This article argues that AI technologies are driving the service industry and have had promising results in reducing the service lead time while is being more cost-effective and error-free. Future studies should contribute to strengthen the theoretical production, while AI is being continuously reinforced with new empirical evidence. Keywords: Artificial intelligence · Service delivery systems · Systematic literature review
1 Introduction The field of AI has shown an upward trend of growth in the 21st century [1], and have been increasingly reshaping the service industry by performing several tasks and constituting a major source of innovation [2, 3]. The AI-based technologies can be put in use in human services to help companies alleviating considerable administrative burden and free up time for more critical responsibilities by improving decision-making, and creating cheaper and faster delivery services [4, 5]. In that extent, Amazon has developed a retail store in Seattle that enables shoppers to take products from shelved and walk directly without checking out to pay, © The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2020 Á. Rocha et al. (Eds.): WorldCIST 2020, AISC 1159, pp. 222–233, 2020. https://doi.org/10.1007/978-3-030-45688-7_23
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the store is called Amazon Go, and relies on computer vision to track shoppers during the buying process [6]. In the service domain, robots are also encompassing a wider range of advanced technologies that has the potential to overcome the traditional capabilities of industrial robots [7]. The aforementioned argument is reinforced by Wirtz et al. [8, p. 907], which states that “modern robotics, in combination with rapidly improving technologies, like AI, are bringing opportunities to a wide range of innovations, that have the potential to dramatically change service industries”. A few examples are presented by McKinsey Global Inst
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