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

Titta Jylkäs, Andrea Augsten, Satu Miettinen

Tutkimustuotokset: Kirjoitus kirjassa/raportissa/konferenssijulkaisussaKonferenssiartikkeliTieteellinenvertaisarvioitu


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
OtsikkoConference proceedings of the Academy for Design Innovation Management
ToimittajatErik Bohemia, Gerda Gemser, Nuša Fain, Cees de Bont, Rita Assoreira Almendra
KustantajaAcademy for Design Innovation Management
Sivut 1203–1216
ISBN (elektroninen)978-1-912769-01-8
DOI - pysyväislinkit
TilaJulkaistu - 2019
OKM-julkaisutyyppiA4 Vertaisarvioitu artikkelil konferenssijulkaisussa
TapahtumaAcademy for Design Innovation Management Conference: Research Perspectives in the Era of Transformations - Lontoo, Iso-Britannia
Kesto: 18 kesäk. 201921 kesäk. 2019


SarjaConference proceedings of the Academy for Design Innovation Management


KonferenssiAcademy for Design Innovation Management Conference


  • Kuvataide ja muotoilu


Sukella tutkimusaiheisiin 'From Hype to Practice: Revealing the Effects of AI in Service Design'. Ne muodostavat yhdessä ainutlaatuisen sormenjäljen.

Viite tähän julkaisuun