Human-AI collaboration in frontline services: Taking from both consumers’ and employees’ perspective

In this project, Professor Chan collaborates with various colleagues on a series of papers to explore the role and impact of adopting service robots and AI at the frontline. Their research aims to shed light on how and when firms can more effectively adopt and integrate robotics and AI into their customer service strategies. Specifically, Professor Chan’s research indicates that while the adoption of service robots and AI can serve as a valuable complement, firms must be mindful of several factors. These include the service and consumption contexts (e.g., solo versus joint consumption), the perceived creativity of the robots, and employees’ perceptions of the threats or opportunities posed by working alongside robotic or AI peers.

The potential benefits of this stream of research are substantial. By providing a deeper understanding of the optimal conditions for integrating service robots and AI, firms can enhance customer satisfaction, improve operational efficiency, and foster innovation in service delivery. The research highlights that, when properly implemented, service robots and AI can augment human capabilities, leading to more personalised and efficient customer interactions. Additionally, it addresses the importance of managing employee perceptions to ensure a harmonious and productive human-robot collaboration.