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Understanding the implications of artificial intelligence on field service operations: a case study of BT
Production Planning & Control ( IF 8.3 ) Pub Date : 2021-02-05 , DOI: 10.1080/09537287.2021.1882694
Yingli Wang 1 , Jean-Paul Skeete 1 , Gilbert Owusu 2
Affiliation  

Abstract

Driven by insufficient empirical research and understanding about AI deployment in operations management, we set out to explore the implications of AI on field service operations. Via an in-depth case study of four AI initiatives across a time span of 20 years at BT telecommunications, we explored the answers to the following two research questions (RQs): RQ1: How has the deployment of artificial agents affected the operational efficiency of the organisation? And RQ2: What are the critical success factors (CSFs) of AI deployment? Our study found that having a standard TRL protocol, a people-centric approach, as well as establishing a portfolio of AI initiatives are instrumental to BT’s success. We also identified a range of other CSFs that were essential to the successful deployment of AI in BT’s field service operations. This paper therefore contributes to the timely and emerging sociotechnical debates around the real-world implications of AI deployment within organisations.



中文翻译:

了解人工智能对现场服务运营的影响:BT 案例研究

摘要

由于对运营管理中人工智能部署的实证研究和理解不足,我们着手探索人工智能对现场服务运营的影响。通过对 BT 电信 20 年间四项人工智能计划的深入案例研究,我们探索了以下两个研究问题 (RQ) 的答案: RQ1:人工代理的部署如何影响运营效率组织?RQ2:人工智能部署的关键成功因素 (CSF) 是什么?我们的研究发现,拥有标准的 TRL 协议、以人为本的方法以及建立 AI 计划组合对于 BT 的成功至关重要。我们还确定了一系列其他 CSF,这些 CSF 对于在 BT 的现场服务运营中成功部署 AI 至关重要。

更新日期:2021-02-05
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