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 proceedingConference contributionpeer-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 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 languageEnglish
Title of host publicationTrends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020
EditorsÁlvaro Rocha, Hojjat Adeli, Luís Paulo Reis, Sandra Costanzo, Irena Orovic, Fernando Moreira
Number of pages12
ISBN (Print)9783030456870
StatePublished - 2020
Externally publishedYes
Event8th World Conference on Information Systems and Technologies, WorldCIST 2020 - Budva, Montenegro
Duration: 7 Apr 202010 Apr 2020

Publication series

NameAdvances in Intelligent Systems and Computing
Volume1159 AISC
ISSN (Print)2194-5357
ISSN (Electronic)2194-5365


Conference8th World Conference on Information Systems and Technologies, WorldCIST 2020

Bibliographical note

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


  • Artificial intelligence
  • Service delivery systems
  • Systematic literature review


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