Purpose

Innovative firms have rapidly developed artificial intelligence (AI) capabilities into their service ecosystems, essentially changing perceptions of what is service quality and service delivery in their respective industries. Nonetheless, the issues surrounding AI services remain relatively unknown. The purpose for this paper is to offer a digital servitization framework for understanding how AI services impact value perceptions, consumer engagement and firm performance measures. The authors use the financial service ecosystem to explore this topic.

Design/methodology/approach

The authors explore relevant literature on digital servitization, service-dominant logic and AI/disruptive innovation. Next, a conceptual framework, organized by AI-Service Exchange Antecedents, Context of AI Usage and Digital Servitization Consequences, is developed. The authors conceptualize consequences for consumers and firms.

Findings

The main findings suggest that the linkages between consumers, financial institutions and fintech companies with AI usage in a service ecosystem should be identified; how value is created among multiple SD Logic-AI network actors should be analyzed; and the effects of AI-consumer interactions (lower-level and higher levels of engagement) on firm performance measures should be explored.

Research limitations/implications

The conceptual framework identifies gaps in the literature and suggests research questions for future studies.

Practical implications

This paper may assist practitioners with the development of AI-enabled banking activities that involve direct consumer engagement.

Originality/value

To the authors’ best knowledge, this research agenda is the first comprehensive framework for understanding value co-creation in the context of AI in financial services, linking antecedents, usage and consequences.

中文翻译：

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人工智能服务数字化服务价值共创框架：金融服务生态系统数字化转型研究议程

目的

创新公司已将人工智能 (AI) 功能迅速发展到其服务生态系统中，从根本上改变了各自行业对服务质量和服务交付的看法。尽管如此，围绕人工智能服务的问题仍然相对未知。本文的目的是提供一个数字服务化框架，以了解 AI 服务如何影响价值认知、消费者参与度和公司绩效指标。作者使用金融服务生态系统来探讨这个话题。

设计/方法/方法

作者探索了有关数字服务化、服务主导逻辑和人工智能/颠覆性创新的相关文献。接下来，开发了一个由 AI 服务交换前因、AI 使用环境和数字服务后果组织的概念框架。作者对消费者和企业的后果进行了概念化。

发现

主要调查结果表明，应确定消费者、金融机构和金融科技公司在服务生态系统中使用人工智能之间的联系；应分析如何在多个 SD Logic-AI 网络参与者之间创造价值；应该探索人工智能与消费者的互动（低层次和高层次的参与）对公司绩效指标的影响。

研究限制/影响

概念框架确定了文献中的空白，并为未来的研究提出了研究问题。

实际影响

本文可以帮助从业者开发涉及直接消费者参与的人工智能银行活动。

原创性/价值

据作者所知，该研究议程是理解金融服务人工智能背景下价值共创的第一个综合框架，将前因、使用和后果联系起来。