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Service Analytics: Putting the “Smart” in Smart Services

Kühl, Niklas; Fromm, Hansjörg; Schöffer, Jakob; Satzger, Gerhard

Abstract (englisch):
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.


Zugehörige Institution(en) am KIT Institut für Wirtschaftsinformatik und Marketing (IISM)
Karlsruhe Service Research Institute (KSRI)
Publikationstyp Buchaufsatz
Publikationsjahr 2020
Sprache Englisch
Identifikator ISBN: 978-3-030-58181-7
KITopen-ID: 1000130862
Erschienen in Smart Service Management : Design Guidelines and Best Practices. Ed.: M. Maleshkova; N. Kühl
Auflage 1st ed.
Verlag Axel Springer SE
Externe Relationen Siehe auch
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