Artificially intelligent device use in service delivery: a systematic review, synthesis, and research agenda

ABSTRACT

This study undertakes a systematic review of Artificial Intelligence and its applications to service encounters and the hospitality industry by reviewing publications that (1) mainly discuss AI technology, (2) are in the context of services, and (3) investigate the use or the adoption of AI technology rather than technical issues such as system design, algorithms, voice recognition modules, or psychological knowledge representations. Seven major themes are identified via a review of 63 publications. The themes are (1) current AI technology in service frontline, (2) levels of artificial intelligence, (3) AI agents, (4) human–AI service encounters, (5) theoretical frameworks of the acceptance of AI, (6) reasons for adopting AI, and (7) potential challenges of AI. This study also offers a further research agenda that highlights nine critical research areas to guide human–AI interaction and AI adoption researches.

摘要

本研究系统地回顾了人工智能及其在服务业和酒店业中的应用，回顾了以下出版物：1）主要讨论人工智能技术2）服务业3）调查人工智能技术的使用或采用，而不是比技术问题，如系统设计，算法，语音识别模块，或心理知识表达. 通过对63份出版物的审查，确定了7个主要主题. 主题是：1）当前人工智能技术在服务一线2）人工智能水平3）人工智能代理4）人类人工智能服务遭遇5）接受人工智能的理论框架6）采用人工智能的理由，（7）人工智能的潜在挑战. 本研究还提出了进一步的研究议程，重点介绍了指导人类人工智能交互和人工智能采纳研究的九个关键研究领域.

KEYWORDS:

• Artificial intelligence
• review
• service
• hospitality
• interaction
• adoption

Correction Statement

This article has been republished with minor changes. These changes do not impact the academic content of the article.