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2022 | OriginalPaper | Chapter

14. Understanding the Utilization of Artificial Intelligence and Robotics in the Service Sector

Authors : Büşra Alma Çalli, Levent Çalli

Published in: The Impact of Artificial Intelligence on Governance, Economics and Finance, Volume 2

Publisher: Springer Nature Singapore

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Abstract

Artificial Intelligence (AI) is increasingly posing a threat to human service jobs in several sectors. According to projections, AI will put a remarkable percent of service sector employment at risk, including a wide range of jobs. Since AI offers chances to improve service provision efficacy and enhance consumer engagement, it is expected that artificial intelligence and service robots will become widespread in many countries. It is anticipated that service provision tasks will be affected by automation and artificial intelligence in different ways. Regarding the replacement of jobs, it is envisaged that job designs will transform on a task-based rather than top-down basis, with simple cognitive and analytical tasks being performed first by service robots, and then complex emotional and social tasks are likely to be supported by robot-human collaboration. As a result, it is critical to assess artificial intelligence as it penetrates every aspect of our life, particularly in terms of consumer acceptance & use and the service industry, where it is perceived as a significant threat to service jobs. Depending on the predictions regarding the widespread applications of AI shortly and the change of job designs in the service sector, the evaluation of the current research in the area is critical for reducing the gap between practitioners and academic studies. Until far, most AI for service research has classified the service tasks and attempted to explain how the transformation of jobs can take place on a task basis. On the other hand, some research has conceptually discussed the potential benefits and drawbacks of AIs in the service industry. A stream of research has empirically measured user acceptance of different AI applications, their antecedents, and consequences. Hence, this chapter aims to synthesize and discuss the previous literature findings to have a broad understanding of the current research output. Some literature gaps, particularly in terms of human-robot interaction, have been identified, and avenues for future research have been emphasized. Finally, a roadmap for future research is presented.

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previous chapter The Effects of Artificial Intelligence on the Insurance Sector: Emergence, Applications, Challenges, and Opportunities

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Title: Understanding the Utilization of Artificial Intelligence and Robotics in the Service Sector
Authors: Büşra Alma Çalli
Levent Çalli
Publisher: Springer Nature Singapore
Book: The Impact of Artificial Intelligence on Governance, Economics and Finance, Volume 2
Print ISBN: 978-981-16-8996-3

Electronic ISBN: 978-981-16-8997-0

Copyright Year: 2022
DOI: https://doi.org/10.1007/978-981-16-8997-0_14

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