Exploring Opportunities for Artificial Emotional Intelligence in Service Production Systems

摘要

This paper offers an exploratory view about opportunities for the integration of Artificial Emotional Intelligence (AEI) in service production systems. Service systems are conceptualized as increasingly digitalized and networked co-production environments where employees, customers and technology engage in rich interactions to deploy outputs and create value. The study builds on a systematic literature review to identify three dimensions of application of AEI for improving service efficiency and reliability, namely to augment, to assist and to mimic customer and/or providers production capabilities. The paper offers a contribution to promoting the dialogue between the knowledge domains of service systems and AEI.