Hybrid Service Delivery - Purposeful Integration and Design of Artificial Intelligence for the Automation and Augmentation of Online Service Encounters

Abstract

The ability of artificial intelligence (AI) to perform cognitive activities in service can optimize the delivery of intangible online services. Automating or augmenting text-based service encounters therefore offers value creation potential for companies. However, on the one hand, automation of service encounters still leads to service failures owing to the limited capabilities and competences of AI. On the other hand, collaboration between AI and service employees in augmented service encounters requires improvement. To address these challenges, this dissertation provides knowledge for the human-centered design of AI-based solutions and their integration into work systems for the delivery of hybrid online services.