Artificial Intelligence Applications in Service Management

This research report presents the findings from the Service Business Forum Event on Artificial Intelligence in Service, held in June 2023. The report analyzes the outcomes of discussions regarding over 100 identified use cases for AI in service organizations. Key areas explored include the benefits, risks, and implementation challenges of AI technologies. The report outlines how AI can enhance service transformation management, business management, lifecycle management, brand experience, marketing, sales models, and delivery models. It also details the impact of AI on customer and employee experiences, emphasizing productivity gains and improved operational efficiency. Furthermore, the report discusses the importance of stakeholder training and the need for a structured approach to implementing AI, which includes seven phases from assessment to scaling. The findings highlight the necessity for companies to navigate the complexities of AI adoption while managing associated risks and ensuring stakeholder engagement.