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The Use of AI-Based Assistance Systems in the Service Sector

Opportunities, Challenges and Applications
: Link, Maike; Dukino, Claudia; Ganz, Walter; Hamann, Karin; Schnalzer, Kathrin


Nunes, Isabel L. (Ed.):
Advances in Human Factors and Systems Interaction : Proceedings of the AHFE 2020 Virtual Conference on Human Factors and Systems Interaction, July 16-20, 2020, USA
Cham [u.a.]: Springer, 2020 (Advances in Intelligent Systems and Computing 1207)
ISBN: 978-3-030-51368-9 (Print)
ISBN: 978-3-030-51369-6 (Online)
ISBN: 978-3-030-51370-2
International Conference on Applied Human Factors and Ergonomics (AHFE) <11, 2020, Online>
Conference on Human Factors and Systems Interaction <2020, Online>
Bundesministerium für Bildung und Forschung BMBF (Deutschland)
Innovationen für die Produktion, Dienstleistung und Arbeit von morgen-Zukunft der Arbeit, Arbeit in der digitalisierten Welt; 02L15A160; TransWork
Transformation der Arbeit durch Digitalisierung
Conference Paper
Fraunhofer IAO ()

The growth in digitalization and, above all, the use of artificial intelligence offers major opportunities for companies but also poses substantial challenges. Current technology is beginning to reshape and redistribute the division of labor and the responsibility for decision-making between humans and technological systems. This necessitates new approaches to work design as well as new skills on the part of employees. This paper first considers various scenarios for the future of work and then focuses on the service sector. We examine the challenges that such scenarios represent as well as their potential to increase productivity while also reducing the workload on employees. On the basis of two examples of AI-based assistance in the service sector, we illustrate current and future uses of this technology.