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Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review

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Trends and Innovations in Information Systems and Technologies (WorldCIST 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1159))

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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’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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Authors and Affiliations

  1. Department of Economics, Management, Industrial Engineering and Tourism, GOVCOPP, Aveiro University, Aveiro, Portugal

    João Reis & Marlene Amorim

  2. Department of Industrial Engineering, Afeka College of Engineering, Tel Aviv, Israel

    Yuval Cohen

  3. IEETA & ESTGA, Universidade de Aveiro, Aveiro, Portugal

    Mário Rodrigues

Authors
  1. João Reis
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  2. Marlene Amorim
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  3. Yuval Cohen
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  4. Mário Rodrigues
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Corresponding author

Correspondence to João Reis .

Editor information

Editors and Affiliations

  1. Departamento de Engenharia Informática, Universidade de Coimbra, Coimbra, Portugal

    Álvaro Rocha

  2. College of Engineering, The Ohio State University, Columbus, OH, USA

    Hojjat Adeli

  3. FEUP, Universidade do Porto, Porto, Portugal

    Luís Paulo Reis

  4. DIMES, Università della Calabria, Arcavacata, Italy

    Sandra Costanzo

  5. Faculty of Electrical Engineering, University of Montenegro, Podgorica, Montenegro

    Irena Orovic

  6. Universidade Portucalense, Porto, Portugal

    Fernando Moreira

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Reis, J., Amorim, M., Cohen, Y., Rodrigues, M. (2020). Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review. In: Rocha, Á., Adeli, H., Reis, L., Costanzo, S., Orovic, I., Moreira, F. (eds) Trends and Innovations in Information Systems and Technologies. WorldCIST 2020. Advances in Intelligent Systems and Computing, vol 1159. Springer, Cham. https://doi.org/10.1007/978-3-030-45688-7_23

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