AI-human collaboration in services: an integrative framework to uncover the key success factors

초록

This study examines the transformative potential of AI-human collaboration in service industries, focusing on critical factors and their influence on performance indicators. A total of 562 academic papers published in the Scopus database between 2015 and 2025 were analyzed using citation and keyword network analysis, as well as meta-analysis. In addition, case-based validations using real-world implementations assessed the effectiveness and practical application of collaborative strategies in modern service environments. The results showed that human-robot service interaction is the most significant factor in enhancing the success of AI-human collaboration. The findings of this study suggest that AI-human collaboration enhances service delivery while improving customer experiences and optimizing operational efficiency.

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