Exploring opportunities for artificial emotional intelligence in service production systems

Marlene Amorim; Yuval Cohen; João Reis; Mário Rodrigues

doi:10.1016/j.ifacol.2019.11.350

Exploring opportunities for artificial emotional intelligence in service production systems

Marlene Amorim, Yuval Cohen, João Reis, Mário Rodrigues

Research output: Contribution to journal › Conference article › peer-review

Abstract

This paper offers an exploratory view about opportunities for the integration of Artificial Emotional Intelligence (AEI) in service production systems. Service systems are conceptualized as increasingly digitalized and networked co-production environments where employees, customers and technology engage in rich interactions to deploy outputs and create value. The study builds on a systematic literature review to identify three dimensions of application of AEI for improving service efficiency and reliability, namely to augment, to assist and to mimic customer and/or providers production capabilities. The paper offers a contribution to promoting the dialogue between the knowledge domains of service systems and AEI.

Original language	English
Pages (from-to)	1145-1149
Number of pages	5
Journal	IFAC-PapersOnLine
Volume	52
Issue number	13
DOIs	https://doi.org/10.1016/j.ifacol.2019.11.350
State	Published - Sep 2019
Externally published	Yes
Event	9th IFAC Conference on Manufacturing Modelling, Management and Control, MIM 2019 - Berlin, Germany Duration: 28 Aug 2019 → 30 Aug 2019

Bibliographical note

Publisher Copyright:
© 2019, IFAC (International Federation of Automatic Control) Hosting by Elsevier Ltd. All rights reserved.

Keywords

Artificial intelligence
Customer interaction
Digital services
Human machine interaction
Service production systems

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10.1016/j.ifacol.2019.11.350

Cite this

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title = "Exploring opportunities for artificial emotional intelligence in service production systems",

abstract = "This paper offers an exploratory view about opportunities for the integration of Artificial Emotional Intelligence (AEI) in service production systems. Service systems are conceptualized as increasingly digitalized and networked co-production environments where employees, customers and technology engage in rich interactions to deploy outputs and create value. The study builds on a systematic literature review to identify three dimensions of application of AEI for improving service efficiency and reliability, namely to augment, to assist and to mimic customer and/or providers production capabilities. The paper offers a contribution to promoting the dialogue between the knowledge domains of service systems and AEI.",

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AU - Reis, João

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KW - Digital services

KW - Human machine interaction

KW - Service production systems

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Exploring opportunities for artificial emotional intelligence in service production systems

Abstract

Bibliographical note

Keywords

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