Artificial Intelligence in Service Delivery Systems: A Systematic Literature Review

Artificial intelligence (AI) is transforming the 21st century service industries. With increased availability of virtual channels, new approaches to resource management are required for effective service delivery. A notable example is Amazon, which is reshaping itself with AI-based technologies, relying on robot service delivery systems, either through faster inventory checks or product delivery that reached unprecedented speed. This study provides an overview of the existing theory concerning the next generation of AI technologies that are revolutionizing the service delivery systems (SDS). To this end, we have systematically reviewed the literature to identify and synthesize the existing body of knowledge and update academics and practitioners regarding the latest AI developments on the SDS's. This article argues that AI technologies are driving the service industry and have had promising results in reducing the service lead time while is being more cost-effective and error-free. Future studies should contribute to strengthen the theoretical production, while AI is being continuously reinforced with new empirical evidence.