Automatisierung und Personalisierung von Dienstleistungen

This book explains what is meant by the automation and personalization of services and which questions and concepts will be significant in the future. Digitalization is transforming markets and industries at an extremely rapid pace. With the help of new technologies, such as artificial intelligence, machine learning, and other approaches in information and communication technology, like social media and mobile applications, a wide range of new forms of collaborative value creation between humans and machines is emerging. These range from remote-controlled to autonomous systems. Automation enables the offering and creation of personalized services at the price of mass-produced products. In service practice, refined processes of automation and personalization of services are creating new opportunities.