The Applications of Intelligent System Technologies in Service Processes

Abstract

Intelligent systems are commonly used to perform routine and complex tasks in various environments and create smart environments. These systems combine artificial intelligence and other advanced analytics techniques like machine learning, natural language processing, etc. with other technologies including the internet of things, cyber-physical systems, cloud computing, augmented reality, virtual reality, blockchain, 3D printing, etc. Nevertheless, fewer studies have been reported about the applications of these technologies in service processes unlike in manufacturing processes. The study aims to investigate the common applications of intelligent systems technologies in service processes regarding views of experts from companies in several service areas. Actual data are collected with the semi-structured interviews with experts for the investigation. Respondents were selected from directors, executives, or managers considering the heterogeneity and whether they can give a relevant response about the applications of intelligent system technologies in service processes. The collected data are thematically analyzed. The data were transcribed, reduced, rearranged under technology and service categories, and synthesized for obtaining the related applications. The study presents the findings of applications of intelligent system technologies under the related service and technology categories. The findings are analyzed, and first, the functions of intelligent system technologies in service processes are described and then, the common and rare service processes where intelligent system technologies are given as a result of the analysis. The results can contribute to literature providing a better understanding of applications of intelligent system technologies in service processes for future studies. In practice, the results can help to service companies that need the applications of these technologies to be able to stay competitive.