Humans still lead service systems, are intelligent technologies truly replacing frontline workers, or strengthening their judgement? New research maps six transformation pathways.
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Dr. Bea Waelbers is a postdoctoral researcher at the Open Universiteit in Heerlen, the Netherlands, where she recently completed her PhD on artificial intelligence in customer service interactions. Her research sits at the intersection of management science and computer science, focusing on how intelligent technologies can be used to understand and improve human behavior and decision-making in complex systems.

Dr. Bea Waelbers is a postdoctoral researcher at the Open Universiteit in Heerlen, the Netherlands, where she recently completed her PhD on artificial intelligence in customer service interactions. Her research sits at the intersection of management science and computer science, focusing on how intelligent technologies can be used to understand and improve human behavior and decision-making in complex systems.
Humans still lead service systems, are intelligent technologies truly replacing frontline workers, or strengthening their judgement? New research maps six transformation pathways.