Service design for artificial intelligence

Oropallo, Gabriele, Gasparini, Andrea and Mohammed, Ahmed Abdi (2018) Service design for artificial intelligence. In: ServDes2018: Service Design Proof of Concept - Proceedings of the ServDes2018 Conference, 18-20 June 2018, Milan, Italy.


In this paper, we present the first findings of a project testing Artificial Intelligence (AI) in an academic library with the aim to support and redefine library services. The context of the research project is an academic library. Libraries represent an ideal environment for containing potential bias and test prototypes. Several AI supported services are prototyped and tested during a research project. The paper features approaches such as user journey and blueprint to address issues service providers and service users might encounter. The paper identifies a series of factors that need to be taken into account when designing prototypes in which AI features centrally. The paper also charts the implications of AI-enhanced library services in relation to users’s behaviour and expectations and organizations’ workflow.

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