AI Enabled Airline Cabin Services: AI Augmented Services for Emotional Values. Service Design for High-Touch Solutions and Service Quality

Vássil Rjsé, Titta Jylkäs, Satu Miettinen

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Abstrakti

This paper highlights the significance of emotional values within digital services during the airline cabin
experience. Currently, emotional engagement with front-line AI interactions, such as AI assistants, lacks trust.
Thus, the role of AI must be reimagined to better integrate the human factor into the service experience
through things like high-touch in order to create trust and improve the perception of cabin service quality.
Service design is a human-centric approach to service creation in which the user is typically made the main
subject of the service research; the service process (service interaction) then co-creates values alongside the
service provider. The major concept discussed here is AI Augmented Services (AIAS), which turn high-tech
capabilities into high-touch “human centric” services that can offer access, control, and well-being to the user,
all of which are key components in the establishment of trust. Airline future services can then implement this
study for the purpose of detecting human emotions, co-creating emotional values, and promoting emotional
intelligence through the AIAS interactive communication channels, thereby transforming high-tech capabilities
into high-touch opportunities. The methodological approach began by determining a benchmark for the state of the-art AI technology in transport and conducting a set of expert interviews. Notably, the possible
materialisation and challenges of AIAS high-touch cabin services are also discussed here. This article can be
considered to be a first step toward a service design in which opportunities are discussed with the goal of
“discovering” possible AI solutions. Consecutive stages will be presented in future articles in which the
concepts introduced here will be further defined and developed.
Alkuperäiskielienglanti
Sivut30-44
JulkaisuDMI: Academic Design Management Conference proceedings;DMI: ADMC;
TilaJulkaistu - 2022
OKM-julkaisutyyppiA4 Vertaisarvioitu artikkelil konferenssijulkaisussa

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