Technology as Actors in Service Systems

Abstract

Service systems are defined as dynamic configurations of resources (people, organizations, technology and shared information), interconnected internally and externally by value propositions with other service systems. Resources are constantly evolving, as are the capabilities and roles of resources in service systems. Cognitive technologies incorporate rapidly advancing artificial intelligence (AI) capabilities. Therefore, their roles are on a trajectory of increasing agency and self-directed interactions with other resources and service systems. With this in mind, a framework for service systems in which AI- based cognitive assistants (CAs) become responsible actors is the current research challenge. Because AI- based CAs have already started to play different roles in service systems. One contribution of this research is to clarify that service system entities are responsible actors, and address the question: Under what conditions does a technology such as a Cognitive Assistant (CA) become a responsible actor?