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The Use of AI-Based Assistance Systems in the Service Sector: Opportunities, Challenges and Applications

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Advances in Human Factors and Systems Interaction (AHFE 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1207))

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Abstract

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.

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Notes

  1. 1.

    “TransWork – Transformation der Arbeit durch Digitalisierung” (TransWork – the transformation of work through digitalization), a project funded by the German Federal Ministry of Education and Research (FKZ 02L15A160), examines these aspects.

  2. 2.

    “Learning Systems”, an AI Innovative Center funded by the Baden-Württemberg State Ministry for Economic Affairs, Labor and Housing, is to evaluate by means of a quick check “DafNe” the feasibility of downtime optimization for sales representatives.

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Authors and Affiliations

  1. Fraunhofer Institute for Industrial Engineering IAO, Nobelstrasse 12, 70569, Stuttgart, Germany

    Maike Link, Claudia Dukino, Walter Ganz, Karin Hamann & Kathrin Schnalzer

Authors
  1. Claudia Dukino
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  2. Walter Ganz
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  3. Karin Hamann
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  4. Kathrin Schnalzer
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Corresponding author

Correspondence to Maike Link .

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Editors and Affiliations

  1. Dept Engg. Mecanica e Industrial, Universidade Nova de Lisboa, Caparica, Portugal

    Isabel L. Nunes

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Link, M., Dukino, C., Ganz, W., Hamann, K., Schnalzer, K. (2020). The Use of AI-Based Assistance Systems in the Service Sector: Opportunities, Challenges and Applications. In: Nunes, I. (eds) Advances in Human Factors and Systems Interaction. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1207. Springer, Cham. https://doi.org/10.1007/978-3-030-51369-6_2

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  • DOI: https://doi.org/10.1007/978-3-030-51369-6_2

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-51368-9

  • Online ISBN: 978-3-030-51369-6

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