AI agents in service experience: towards autonomous and conscious agency

2026. . M. Journal of Service Management, 1–24, 2026.

Shaikh, M., Joseph, A., Zhao, H., Al Assadi, A., Bluemel, J. H., Diaz, D., & Zaki

Abstract:

Despite rapid advancements in AI and large language models (LLMs), there remains a critical gap in understanding how AI agents function as service actors and how they influence service processes and outcomes. This study addresses this gap by integrating AI agency and service experience dimensions, categorizing AI capabilities across six levels, from passive automation to fully conscious AI, and examining their impact on service workflows, human and multi-agent collaboration, and decision-making.

Palabras claves: AI agents, Agency theory, Service automation, Service experience, Artificial intelligence (AI), Large language model (LLM), Healthcare, Human resources, Autonomous agency, Human-AI collaboration, Multi-agent systems, Service workflows

Acceder a la publicación completa