Exploring opportunities for artificial emotional intelligence in service production systems

Marlene Amorim, Yuval Cohen, João Reis, Mário Rodrigues

Research output: Contribution to journalConference articlepeer-review


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 languageEnglish
Pages (from-to)1145-1149
Number of pages5
Issue number13
StatePublished - Sep 2019
Externally publishedYes
Event9th IFAC Conference on Manufacturing Modelling, Management and Control, MIM 2019 - Berlin, Germany
Duration: 28 Aug 201930 Aug 2019

Bibliographical note

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


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


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