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

TLDR

A systematic review of Artificial Intelligence and its applications to service encounters and the hospitality industry by reviewing publications that 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.

Abstract

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.