Typology-based analysis of artificial intelligence in service companies

Abstract

Artificial intelligence is currently one of the most discussed topics in service companies. With the help of current data from an empirical study among German companies, experiences and effects of artificial intelligence were examined. As an approach for analysis, a typology of service companies has been derived on the basis of work-related characteristics and then used to analyze the role of artificial intelligence. The result of the analysis shows different strategies in using artificial intelligence depending on the type of service.