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

Taiteiden tiedekunta

Tutkimustuotokset: Kirjoitus kirjassa/raportissa/konferenssijulkaisussa › Konferenssiartikkeli › Tieteellinen › vertaisarvioitu

Abstrakti

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

Alkuperäiskieli	englanti
Otsikko	Conference proceedings of the Academy for Design Innovation Management
Toimittajat	Erik Bohemia, Gerda Gemser, Nuša Fain, Cees de Bont, Rita Assoreira Almendra
Kustantaja	Academy for Design Innovation Management
Sivut	1203–1216
ISBN (elektroninen)	978-1-912769-01-8
DOI - pysyväislinkit	https://doi.org/10.33114/adim.2019.04.349
Tila	Julkaistu - 2019
OKM-julkaisutyyppi	A4 Vertaisarvioitu artikkelil konferenssijulkaisussa
Tapahtuma	Academy for Design Innovation Management Conference: Research Perspectives in the Era of Transformations - Lontoo, Iso-Britannia Kesto: 18 kesäk. 2019 → 21 kesäk. 2019 https://designinnovationmanagement.com/adim2019/

Julkaisusarja

Sarja	Conference proceedings of the Academy for Design Innovation Management
Numero	1
Vuosikerta	2
ISSN	2632-0045

Konferenssi

Konferenssi	Academy for Design Innovation Management Conference
Lyhennettä	ADIM
Maa/Alue	Iso-Britannia
Kaupunki	Lontoo
Ajanjakso	18.06.2019 → 21.06.2019
www-osoite	https://designinnovationmanagement.com/adim2019/

Tieteenala

Kuvataide ja muotoilu

Pääsy tutkimustuotokseen

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

110-Article Text-291-2-10-20200111Lopullinen julkaistu versio, 538 KBLisenssi: CC BY-NC-SA

SINCO
Satu Miettinen (Asiantuntija), Krista Korpikoski (Asiantuntija), Ashley Colley (Asiantuntija) & Essi Kuure (Asiantuntija)
Taiteiden tiedekunta
Laboratoriot/Studiot: Laboratorio

Viite tähän julkaisuun

Jylkäs, T., Augsten, A., & Miettinen, S. (2019). From Hype to Practice: Revealing the Effects of AI in Service Design. teoksessa E. Bohemia, G. Gemser, N. Fain, C. D. Bont, & R. A. Almendra (Toimittajat), Conference proceedings of the Academy for Design Innovation Management (Sivut 1203–1216 ). Academy for Design Innovation Management. Conference proceedings of the Academy for Design Innovation Management Vuosikerta 2 Nro 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. Toimittaja / Erik Bohemia ; Gerda Gemser ; Nuša Fain ; Cees de Bont ; Rita Assoreira Almendra. Academy for Design Innovation Management, 2019. Sivut 1203–1216 (Conference proceedings of the Academy for Design Innovation Management; Nro 1, Vuosikerta 2).

@inproceedings{fe587235d3f24ab3add157af33bc200e,

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",

keywords = "service desig, artificial intelligence, design proce, role of a designer",

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

year = "2019",

doi = "10.33114/adim.2019.04.349",

language = "English",

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

publisher = "Academy for Design Innovation Management",

number = "1",

pages = " 1203–1216 ",

editor = "Bohemia, {Erik } and Gerda Gemser and Fain, {Nu{\v s}a } and { Bont}, {Cees de } and { Almendra}, {Rita Assoreira }",

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

address = "United Kingdom",

note = "Academy for Design Innovation Management Conference : Research Perspectives in the Era of Transformations, ADIM ; Conference date: 18-06-2019 Through 21-06-2019",

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Jylkäs, T, Augsten, A & Miettinen, S 2019, From Hype to Practice: Revealing the Effects of AI in Service Design. julkaisussa E Bohemia, G Gemser, N Fain, CD Bont & RA Almendra (toim), Conference proceedings of the Academy for Design Innovation Management. Academy for Design Innovation Management, Conference proceedings of the Academy for Design Innovation Management, Nro 1, Vuosikerta 2, Sivut 1203–1216 , Academy for Design Innovation Management Conference, Lontoo, Iso-Britannia, 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. toim. / Erik Bohemia; Gerda Gemser; Nuša Fain; Cees de Bont; Rita Assoreira Almendra. Academy for Design Innovation Management, 2019. s. 1203–1216 (Conference proceedings of the Academy for Design Innovation Management; Nro 1, Vuosikerta 2).

Tutkimustuotokset: Kirjoitus kirjassa/raportissa/konferenssijulkaisussa › Konferenssiartikkeli › Tieteellinen › vertaisarvioitu

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. julkaisussa Bohemia E, Gemser G, Fain N, Bont CD, Almendra RA, toimittajat, Conference proceedings of the Academy for Design Innovation Management. Academy for Design Innovation Management. 2019. s. 1203–1216 . (Conference proceedings of the Academy for Design Innovation Management; Lehden numero 1, Painos 2). doi: 10.33114/adim.2019.04.349

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

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