Understanding Artificial Intelligence in Service during the Post Pandemic Period

Abstract

The artificial intelligence introduced different aspects of the human intelligence to machines. Before the pandemic period, the impact of artificial intelligence was witnessed in different services like portfolio management and customer service. During the lockdowns in the first pandemic period, the support of artificial intelligence was immediately used and actually artificial intelligence is quickly adapted in different service contexts including retailing and hospitality. In service marketing, where the core product is the co-creation of consumers and marketers, artificial intelligence has been rather quick in hospitality, retailing, health services, and education in order to protect against virus spread. Actually, different researchers recognize that the need for artificial intelligence would last in the post-pandemic period. In this context, with the review of the extant literature, this paper aims to provide an overview of the impact of artificial intelligence in different service contexts and propose research directions for the post-pandemic period.