文章基本信息

标题：Exploring Opportunities for Artificial Emotional Intelligence in Service Production Systems
本地全文：下载
作者：Marlene Amorim ; Yuval Cohen ; João Reis 等
期刊名称：IFAC PapersOnLine
印刷版ISSN：2405-8963
出版年度：2019
卷号：52
期号：13
页码：1145-1149
DOI：10.1016/j.ifacol.2019.11.350
语种：English
出版社：Elsevier
摘要：This paper offers an exploratory view about opportunities for the integration of Artificial Emotional Intelligence (AEI) in service production systems. Service systems are conceptualized as increasingly digitalized and networked co-production environments where employees, customers and technology engage in rich interactions to deploy outputs and create value. The study builds on a systematic literature review to identify three dimensions of application of AEI for improving service efficiency and reliability, namely to augment, to assist and to mimic customer and/or providers production capabilities. The paper offers a contribution to promoting the dialogue between the knowledge domains of service systems and AEI.
关键词：Keywordsartificial intelligenceservice production systemscustomer interactionhuman machine interactiondigital services