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

פרסום מחקרי: פרק בספר / בדוח / בכנס › פרסום בספר כנס › ביקורת עמיתים

תקציר

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.

שפה מקורית	אנגלית
כותר פרסום המארח	Trends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020
עורכים	Álvaro Rocha, Hojjat Adeli, Luís Paulo Reis, Sandra Costanzo, Irena Orovic, Fernando Moreira
מוציא לאור	Springer
עמודים	222-233
מספר עמודים	12
מסת"ב (מודפס)	9783030456870
מזהי עצם דיגיטלי (DOIs)	https://doi.org/10.1007/978-3-030-45688-7_23
סטטוס פרסום	פורסם - 2020
פורסם באופן חיצוני	כן
אירוע	8th World Conference on Information Systems and Technologies, WorldCIST 2020 - Budva, מונטנגרו משך הזמן: 7 אפר׳ 2020 → 10 אפר׳ 2020

סדרות פרסומים

שם	Advances in Intelligent Systems and Computing
כרך	1159 AISC
ISSN (מודפס)	2194-5357
ISSN (אלקטרוני)	2194-5365

כנס

כנס	8th World Conference on Information Systems and Technologies, WorldCIST 2020
מדינה/אזור	מונטנגרו
עיר	Budva
תקופה	7/04/20 → 10/04/20

הערה ביבליוגרפית

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

גישה למסמך

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

קבצים וקישורים אחרים

Link to publication in Scopus

פורמט ציטוט ביבליוגרפי

Reis, J., Amorim, M., Cohen, Y., & Rodrigues, M. (2020). Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review. ב- Á. Rocha, H. Adeli, L. P. Reis, S. Costanzo, I. Orovic, & F. Moreira (עורכים), Trends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020 (עמודים 222-233). (Advances in Intelligent Systems and Computing; כרך 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. עורך / Álvaro Rocha ; Hojjat Adeli ; Luís Paulo Reis ; Sandra Costanzo ; Irena Orovic ; Fernando Moreira. Springer, 2020. עמודים 222-233 (Advances in Intelligent Systems and Computing).

@inproceedings{7680ed176f774bc5adcda832a03011e5,

title = "Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review",

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.",

keywords = "Artificial intelligence, Service delivery systems, Systematic literature review",

author = "Jo{\~a}o Reis and Marlene Amorim and Yuval Cohen and M{\'a}rio Rodrigues",

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

year = "2020",

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

language = "אנגלית",

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Reis, J, Amorim, M, Cohen, Y & Rodrigues, M 2020, Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review. ב- Á Rocha, H Adeli, LP Reis, S Costanzo, I Orovic & F Moreira (עורכים), Trends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020. Advances in Intelligent Systems and Computing, כרך 1159 AISC, Springer, עמודים 222-233, 8th World Conference on Information Systems and Technologies, WorldCIST 2020, Budva, מונטנגרו, 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. עורך / Álvaro Rocha; Hojjat Adeli; Luís Paulo Reis; Sandra Costanzo; Irena Orovic; Fernando Moreira. Springer, 2020. עמוד 222-233 (Advances in Intelligent Systems and Computing; כרך 1159 AISC).

פרסום מחקרי: פרק בספר / בדוח / בכנס › פרסום בספר כנס › ביקורת עמיתים

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T2 - 8th World Conference on Information Systems and Technologies, WorldCIST 2020

AU - Reis, João

AU - Amorim, Marlene

AU - Cohen, Yuval

AU - Rodrigues, Mário

N1 - Publisher Copyright: © 2020, The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG. Copyright: Copyright 2020 Elsevier B.V., All rights reserved.

PY - 2020

Y1 - 2020

N2 - 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.

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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KW - Systematic literature review

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Reis J, Amorim M, Cohen Y, Rodrigues M. Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review. ב- Rocha Á, Adeli H, Reis LP, Costanzo S, Orovic I, Moreira F, עורכים, Trends and Innovations in Information Systems and Technologies - Volume 1, WorldCIST 2020. Springer. 2020. עמוד 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

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