Service Analytics: Putting the “Smart” in Smart Services

Artificial intelligence in general and the techniques of machine learning in particular provide many possibilities for data analysis. When applied to services, they allow them to become smart by intelligently analyzing data of typical service transactions, e.g., encounters between customers and providers. We call this service analytics. In this chapter, we define the terminology associated with service analytics, artificial intelligence, and machine learning. We describe the concept of service analytics and illustrate it with typical examples from industry and research.