From Hype to Practice: Revealing the Effects of AI in Service Design

Titta Jylkäs; Andrea Augsten; Satu Miettinen

doi:10.33114/adim.2019.04.349

From Hype to Practice: Revealing the Effects of AI in Service Design

Titta Jylkäs, Andrea Augsten, Satu Miettinen

Faculty of Art and Design

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

Abstract

With the rise of artificial intelligence (AI) in the past decade, AI has become known in everyday products and services. One of its application forms is that of AI assistants, such as voice assistants and chatbots. While new types of customer service channels have been introduced through these assistants, until now, the intelligence of AI has mostly resided in the backend systems of services. Studying a service design process and practices focussing on AI-enabled services, the present research draws on a multi-method approach involving seven expert interviews and five use cases on AI assistant projects in industry. The authors evaluate the datasets through coding cycles aiming at identifying the shifts AI brings to service design. The results present and discuss the emerging fields of change in service design, namely, the application of AI, service design process with AI and role of the service designer in the creation of AI-enabled services

Original language	English
Title of host publication	Conference proceedings of the Academy for Design Innovation Management
Editors	Erik Bohemia, Gerda Gemser, Nuša Fain, Cees de Bont, Rita Assoreira Almendra
Publisher	Academy for Design Innovation Management
Pages	1203–1216
ISBN (Electronic)	978-1-912769-01-8
DOIs	https://doi.org/10.33114/adim.2019.04.349
Publication status	Published - 2019
MoEC publication type	A4 Article in a conference publication
Event	Academy for Design Innovation Management Conference: Research Perspectives in the Era of Transformations - Lontoo, United Kingdom Duration: 18 Jun 2019 → 21 Jun 2019 https://designinnovationmanagement.com/adim2019/

Publication series

Series	Conference proceedings of the Academy for Design Innovation Management
Number	1
Volume	2
ISSN	2632-0045

Conference

Conference	Academy for Design Innovation Management Conference
Abbreviated title	ADIM
Country/Territory	United Kingdom
City	Lontoo
Period	18.06.2019 → 21.06.2019
Internet address	https://designinnovationmanagement.com/adim2019/

Keywords

service desig
artificial intelligence
design proce
role of a designer

Field of science

Visual arts and design

Access to research output

10.33114/adim.2019.04.349Licence: CC BY-NC-SA

110-Article Text-291-2-10-20200111Final published version, 538 KBLicence: CC BY-NC-SA

SINCO
Satu Miettinen (Expert), Krista Korpikoski (Expert), Ashley Colley (Expert) & Essi Kuure (Expert)
Faculty of Art and Design
Laboratories/Studios: Laboratory

Citation for this output

Jylkäs, T., Augsten, A., & Miettinen, S. (2019). From Hype to Practice: Revealing the Effects of AI in Service Design. In E. Bohemia, G. Gemser, N. Fain, C. D. Bont, & R. A. Almendra (Eds.), Conference proceedings of the Academy for Design Innovation Management (pp. 1203–1216 ). Academy for Design Innovation Management. Conference proceedings of the Academy for Design Innovation Management Vol. 2 No. 1 https://doi.org/10.33114/adim.2019.04.349

Jylkäs, Titta ; Augsten, Andrea ; Miettinen, Satu. / From Hype to Practice : Revealing the Effects of AI in Service Design. Conference proceedings of the Academy for Design Innovation Management. editor / Erik Bohemia ; Gerda Gemser ; Nuša Fain ; Cees de Bont ; Rita Assoreira Almendra. Academy for Design Innovation Management, 2019. pp. 1203–1216 (Conference proceedings of the Academy for Design Innovation Management; No. 1, Vol. 2).

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title = "From Hype to Practice: Revealing the Effects of AI in Service Design",

abstract = "With the rise of artificial intelligence (AI) in the past decade, AI has become known in everyday products and services. One of its application forms is that of AI assistants, such as voice assistants and chatbots. While new types of customer service channels have been introduced through these assistants, until now, the intelligence of AI has mostly resided in the backend systems of services. Studying a service design process and practices focussing on AI-enabled services, the present research draws on a multi-method approach involving seven expert interviews and five use cases on AI assistant projects in industry. The authors evaluate the datasets through coding cycles aiming at identifying the shifts AI brings to service design. The results present and discuss the emerging fields of change in service design, namely, the application of AI, service design process with AI and role of the service designer in the creation of AI-enabled services",

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author = "Titta Jylk{\"a}s and Andrea Augsten and Satu Miettinen",

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language = "English",

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booktitle = "Conference proceedings of the Academy for Design Innovation Management",

address = "United Kingdom",

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Jylkäs, T, Augsten, A & Miettinen, S 2019, From Hype to Practice: Revealing the Effects of AI in Service Design. in E Bohemia, G Gemser, N Fain, CD Bont & RA Almendra (eds), Conference proceedings of the Academy for Design Innovation Management. Academy for Design Innovation Management, Conference proceedings of the Academy for Design Innovation Management, no. 1, vol. 2, pp. 1203–1216 , Academy for Design Innovation Management Conference, Lontoo, United Kingdom, 18.06.2019. https://doi.org/10.33114/adim.2019.04.349

From Hype to Practice: Revealing the Effects of AI in Service Design. / Jylkäs, Titta; Augsten, Andrea; Miettinen, Satu.
Conference proceedings of the Academy for Design Innovation Management. ed. / Erik Bohemia; Gerda Gemser; Nuša Fain; Cees de Bont; Rita Assoreira Almendra. Academy for Design Innovation Management, 2019. p. 1203–1216 (Conference proceedings of the Academy for Design Innovation Management; No. 1, Vol. 2).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

TY - GEN

T1 - From Hype to Practice

T2 - Academy for Design Innovation Management Conference

AU - Jylkäs, Titta

AU - Augsten, Andrea

AU - Miettinen, Satu

PY - 2019

Y1 - 2019

N2 - With the rise of artificial intelligence (AI) in the past decade, AI has become known in everyday products and services. One of its application forms is that of AI assistants, such as voice assistants and chatbots. While new types of customer service channels have been introduced through these assistants, until now, the intelligence of AI has mostly resided in the backend systems of services. Studying a service design process and practices focussing on AI-enabled services, the present research draws on a multi-method approach involving seven expert interviews and five use cases on AI assistant projects in industry. The authors evaluate the datasets through coding cycles aiming at identifying the shifts AI brings to service design. The results present and discuss the emerging fields of change in service design, namely, the application of AI, service design process with AI and role of the service designer in the creation of AI-enabled services

AB - With the rise of artificial intelligence (AI) in the past decade, AI has become known in everyday products and services. One of its application forms is that of AI assistants, such as voice assistants and chatbots. While new types of customer service channels have been introduced through these assistants, until now, the intelligence of AI has mostly resided in the backend systems of services. Studying a service design process and practices focussing on AI-enabled services, the present research draws on a multi-method approach involving seven expert interviews and five use cases on AI assistant projects in industry. The authors evaluate the datasets through coding cycles aiming at identifying the shifts AI brings to service design. The results present and discuss the emerging fields of change in service design, namely, the application of AI, service design process with AI and role of the service designer in the creation of AI-enabled services

KW - service desig

KW - artificial intelligence

KW - design proce

KW - role of a designer

U2 - 10.33114/adim.2019.04.349

DO - 10.33114/adim.2019.04.349

M3 - Conference contribution

T3 - Conference proceedings of the Academy for Design Innovation Management

SP - 1203

EP - 1216

BT - Conference proceedings of the Academy for Design Innovation Management

A2 - Bohemia, Erik

A2 - Gemser, Gerda

A2 - Fain, Nuša

A2 - Bont, Cees de

A2 - Almendra, Rita Assoreira

PB - Academy for Design Innovation Management

Y2 - 18 June 2019 through 21 June 2019

ER -

Jylkäs T, Augsten A, Miettinen S. From Hype to Practice: Revealing the Effects of AI in Service Design. In Bohemia E, Gemser G, Fain N, Bont CD, Almendra RA, editors, Conference proceedings of the Academy for Design Innovation Management. Academy for Design Innovation Management. 2019. p. 1203–1216 . (Conference proceedings of the Academy for Design Innovation Management; No. 1, Vol. 2). doi: 10.33114/adim.2019.04.349

From Hype to Practice: Revealing the Effects of AI in Service Design

Abstract

Publication series

Conference

Keywords

Field of science

Access to research output

Fingerprint

Equipment

SINCO

Citation for this output