Academic literature retains a dearth of empirical evidence of the cutting-edge aspect of
artificial intelligence (AI)-powered digital assistance and digital multisensory cues, despite …

The paper aims at establishing a common ground and understanding of collaborative
learning approaches between humans and computers to encourage Hybrid Intelligence …

Technological advances have enabled firms to automate customer service by employing
artificial intelligence (AI) chatbots. Despite their many potential benefits, interactions with …

Purpose Technology is revolutionizing the management logic of service systems. The
increasing use of artificial intelligence (AI), in particular, is challenging interaction between …

Luxury brands are increasingly adopting chatbots for online customer service. But, little is
known about the role of adding design features such as emoticons on customers' luxury …

The transformative capacity of artificial intelligence (AI) in different sectors is rapidly
progressing. One of the sectors in which there has been an increase in these developments …

Purpose This paper aims to recall the attention on a key challenge for customer relationship
management related to the role of human agents in the management of the “switch point” for …

Artificial Intelligence (AI) is increasingly deployed in customer service for various service
delivery tasks. Research and practice alike have extensively dealt with the use, benefits, and …

Recent literature from the stream of the Viable Systems Approach (vSa) highlighs the need
to shift from the concept of Artificial Intelligence (AI) to that of Intelligence Augmentation (IA) …

The paper explores the interpretative significance of relevance in the systemic qualification
of “intelligence,” particularly in the context of Intelligence Augmentation (IA). Using the …