Track: Service Engineering and Service Management

Abstract

Servitization has been implemented in different sectors, highlighting the growing interest of manufacturing companies in this type of strategy, where they are challenged to rethink their offerings to develop and deliver Product-Service Systems. In addition, the literature has devoted special attention to the process of digital transformation of industries and companies, especially in the context of the so-called Industry 4.0, a process that has been supported by the implementation of basic technologies such as artificial intelligence (AI). However, although the potential for applying AI in services has been demonstrated, there are still no studies that guide product companies in the use of AI for servitization. Thus, this study carries out a systematic literature review to identify and analyze the existing literature, thus obtaining a broader view of the topic. The results showed that AI has been applied in several back and front-office solutions, but predominantly in support activities. Also, challenges were identified for the implementation of the technology, such as the need for base technologies and the understanding of the requirements for the new type of contact that AI provides. Still, it was possible to identify that the literature approaches the solutions in a very generic way, not deepening the type of AI applied nor how the implementation is done, being very superficial from the point of view of the implementation of AI solutions in servitization.