Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review

João Reis; Marlene Amorim; Yuval Cohen; Mário Rodrigues

doi:10.1007/978-3-030-45688-7_23

Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review

João Reis, Marlene Amorim, Yuval Cohen, Mário Rodrigues

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

Artificial intelligence (AI) is transforming the 21^st 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.

Original language	English
Title of host publication	Trends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020
Editors	Álvaro Rocha, Hojjat Adeli, Luís Paulo Reis, Sandra Costanzo, Irena Orovic, Fernando Moreira
Publisher	Springer
Pages	222-233
Number of pages	12
ISBN (Print)	9783030456870
DOIs	https://doi.org/10.1007/978-3-030-45688-7_23
State	Published - 2020
Externally published	Yes
Event	8th World Conference on Information Systems and Technologies, WorldCIST 2020 - Budva, Montenegro Duration: 7 Apr 2020 → 10 Apr 2020

Publication series

Name	Advances in Intelligent Systems and Computing
Volume	1159 AISC
ISSN (Print)	2194-5357
ISSN (Electronic)	2194-5365

Conference

Conference	8th World Conference on Information Systems and Technologies, WorldCIST 2020
Country/Territory	Montenegro
City	Budva
Period	7/04/20 → 10/04/20

Bibliographical note

Publisher Copyright:
© 2020, The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG.

Keywords

Artificial intelligence
Service delivery systems
Systematic literature review

Access to Document

10.1007/978-3-030-45688-7_23

Cite this

Reis, J., Amorim, M., Cohen, Y., & Rodrigues, M. (2020). Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review. In Á. Rocha, H. Adeli, L. P. Reis, S. Costanzo, I. Orovic, & F. Moreira (Eds.), Trends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020 (pp. 222-233). (Advances in Intelligent Systems and Computing; Vol. 1159 AISC). Springer. https://doi.org/10.1007/978-3-030-45688-7_23

Reis, João ; Amorim, Marlene ; Cohen, Yuval et al. / Artificial Intelligence in Service Delivery Systems : A Systematic Literature Review. Trends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020. editor / Álvaro Rocha ; Hojjat Adeli ; Luís Paulo Reis ; Sandra Costanzo ; Irena Orovic ; Fernando Moreira. Springer, 2020. pp. 222-233 (Advances in Intelligent Systems and Computing).

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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{\textquoteright}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.",

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note = "Publisher Copyright: {\textcopyright} 2020, The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG.; 8th World Conference on Information Systems and Technologies, WorldCIST 2020 ; Conference date: 07-04-2020 Through 10-04-2020",

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doi = "10.1007/978-3-030-45688-7_23",

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Reis, J, Amorim, M, Cohen, Y & Rodrigues, M 2020, Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review. in Á Rocha, H Adeli, LP Reis, S Costanzo, I Orovic & F Moreira (eds), Trends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020. Advances in Intelligent Systems and Computing, vol. 1159 AISC, Springer, pp. 222-233, 8th World Conference on Information Systems and Technologies, WorldCIST 2020, Budva, Montenegro, 7/04/20. https://doi.org/10.1007/978-3-030-45688-7_23

Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review. / Reis, João; Amorim, Marlene; Cohen, Yuval et al.
Trends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020. ed. / Álvaro Rocha; Hojjat Adeli; Luís Paulo Reis; Sandra Costanzo; Irena Orovic; Fernando Moreira. Springer, 2020. p. 222-233 (Advances in Intelligent Systems and Computing; Vol. 1159 AISC).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AB - 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.

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Reis J, Amorim M, Cohen Y, Rodrigues M. Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review. In Rocha Á, Adeli H, Reis LP, Costanzo S, Orovic I, Moreira F, editors, Trends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020. Springer. 2020. p. 222-233. (Advances in Intelligent Systems and Computing). doi: 10.1007/978-3-030-45688-7_23

Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review

Abstract

Publication series

Conference

Bibliographical note

Keywords

Access to Document

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Cite this