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Typology-Based Analysis of Artificial Intelligence in Service Companies

: Ganz, Walter; Meiren, Thomas


Spohrer, Jim (Ed.):
Advances in the human side of service engineering : Proceedings of the AHFE 2020 Virtual Conference on the Human Side of Service Engineering, July 16-20, 2020, USA
Cham: Springer Nature, 2020 (Advances in Intelligent Systems and Computing 1208)
ISBN: 978-3-030-51056-5 (Print)
ISBN: 978-3-030-51057-2 (Online)
ISBN: 3-030-51056-5
International Conference on the Human Side of Service Engineering (HSSE) <2020, Online>
International Conference on Applied Human Factors and Ergonomics (AHFE) <11, 2020, Online>
Conference Paper
Fraunhofer IAO ()

Artificial intelligence is currently one of the most discussed topics in service companies. With the help of current data from an empirical study among German companies, experiences and effects of artificial intelligence were examined. As an approach for analysis, a typology of service companies has been derived on the basis of work-related characteristics and then used to analyze the role of artificial intelligence. The result of the analysis shows different strategies in using artificial intelligence depending on the type of service.