Transforming the Service Sector With New Technology
C. V. Suresh Babu, Sahil Alam Shaikh, P. Kirubakar · Advances in hospitality, tourism and the services industry (AHTSI) book series · 2025
This study aims to explore the impact of artificial intelligence (AI) and automation on service industries, focusing on their role in enhancing operational efficiency and decision-making processes. Utilizing a qualitative methodology, the research incorporates expert interviews, case studies, and secondary data reviews to gather comprehensive insights into current applications and challenges associated with AI adoption. The findings reveal that AI significantly improves customer engagement, streamlines workflows, and enables predictive analytics, thereby fostering better business outcomes. However, the study also highlights concerns regarding ethical implications and workforce displacement. The conclusions emphasize the necessity for organizations to balance technological integration with human oversight and reskilling initiatives, ensuring a sustainable transition into an AI-driven landscape. This research contributes to a deeper understanding of how AI can be effectively leveraged in service sectors while addressing potential challenges.