Process improvement with AI in service industry: case studies

Abstract

To be competitive in the market and deliver results in the long-term perspective, service industry companies are using different techniques for process improvement and optimization. One of the most used business efficiency improvement techniques is Lean methodology. With a development of technologies and referring to industrial revolution 5.0, implementation of Lean approach and process improvement provide most effects by adding artificial intelligence (AI) and other related technologies to classic Lean instruments. The aim of the research is to study real case studies in the service industry and evaluate pre-requirements of possibility to implement process improvement using AI technologies in service delivery and evaluate the degree of human support that is required during and after implementation of measures. Research is focusing also on factors that support or limit use of technology for full automation of processes, discovering both short-term and long-term perspectives in different level manual processes. Systematic literature review, content analysis, empirical refinement and validation are used as research methods for this paper. Empirical study and validation involve both IT and Lean practitioners. Main results show that process improvement with AI provides higher efficiency and quality increase for service industry companies. The level of automation depends on many factors and in particular on the initial process embracing and introducing Lean instruments.