Huang, Ming Hui, and Roland T Rust. “Engaged to a Robot? The Role of AI in Service”. Journal of Service Research, 2020, doi:10.1177/1094670520902266.
Abstract

This article develops a strategic framework for using artificial intelligence (AI) to engage customers for different service benefits. This framework lays out guidelines of how to use different AIs to engage customers based on considerations of nature of service task, service offering, service strategy, and service process. AI develops from mechanical, to thinking, and to feeling. As AI advances to a higher intelligence level, more human service employees and human intelligence (HI) at the intelligence levels lower than that level should be used less.

Year of Publication
2020
Journal
Journal of Service Research
ISSN Number
15527379
DOI
10.1177/1094670520902266