Congratulations to Mohamed Zaki in contributing to yet another publication titled: 'AI Agents in Service Experience'. This one is for the Journal of Service Management
This has been coauthored with Mohamed Al Shaikh, Ashen Joseph, Helen Zhao, Dr. Abdullah Assadi, Jan H. Blümel and David Diaz S. PhD
About the Paper
This paper explores a fundamental shift in how AI is reshaping service processes, not just as tools, but as active service actors.
Key ideas in this paper:
- We introduce a multi-level hashtag#framework of hashtag#AI hashtag#agency, ranging from passive and automated systems to autonomous, innovating, and even conscious organizational agents.
- We show how different levels of AI agency transform service experience dimensions - context, process, collaboration, action, outcomes, and learning.
- Rather than assuming “more AI = better service and experiences,” we highlight the trade-offs, risks, and ethical tensions that emerge as AI becomes more autonomous.
- We demonstrate examples from healthcare and recruitment, we illustrate how agentic AI reshapes decision-making, accountability, collaboration, and value creation
Link to Publication is Here