Robotics, AI & Process Automation – The Future of Service

Winning in Service Markets. I believe that the service sector is at an inflection point with regard to productivity gains and service industrialization, similar to the industrial revolution in manufacturing that started in the 18th century. Virtually all service sectors will be transformed by rapidly developing technologies that become better, smarter, smaller, and cheaper, especially as related to robotics, chat bots, AI, analytics, the Internet of Things, mobile technologies, apps, geo tagging, biometrics, drones, autonomous care, and so much more. In combination, these technologies and service innovations offer the potential to dramatically improve the customer experience and productivity all at the same time, and assuming efficient markets, dramatically will improve the welfare of our societies.

This interview was conducted by Professor David Solnet, Head of Tourism at the University of Queensland Business School, Brisbane. It was produced as part of the UQ Master of Leadership in Service Innovation.

[moderntrends]

What a useful subject and information, thanks dear scholar Wirtz.

[Aesthetic_girl--olivia]

Professor Wirtz, very interesting intervention. But if service will be taken over by technology, what will happen to millions of people who live from it?

[ProfessorJochenWirtz]

This video draws on the research publications listed in the following comments.