From automats to algorithms: the automation of services using artificial intelligence

What is it about?

Service firms have been automating service production for decades, but the question of where and how to automate has taken on much greater significance in the age of Artificial Intelligence. We posit a model for service automation based on strategic decisions regarding customers and the firm's knowledge, and extend it to include the use of AI.

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Why is it important?

Managers everywhere are concerned with how to use AI and other service automation technologies. There's little guidance for them, and the general view with technology tends to be "more is better". Yet, that's not necessarily the case. This paper helps to think about where and how services should be automated.