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Perceived Quality of Artificial Intelligence in Smart Service Systems: A Structured Approach

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Quality of Information and Communications Technology (QUATIC 2020)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1266))

Abstract

Smart Service Systems are becoming increasingly important in almost all industries and areas of life. In order to make use of data from the Internet of Things for individualizing and automatizing service offerings, Artificial intelligence (AI) is a key technology. However, only little is known about how users and potential customers perceive quality of these AI-based Smart Services and how companies can develop them accordingly. To this end, our paper presents a framework concept for addressing quality of Smart Services systematically. The framework integrates known and novel quality aspects and thus supports a systematic and quality-focused development. In addition, our paper presents exemplary AI-relevant quality aspects in more detail. First of all, AI-based Smart Service Systems will be characterized in more detail and existing quality concepts will be presented in order to enable a holistic quality assessment.

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Author information

Authors and Affiliations

  1. Fraunhofer IAO, Nobelstr. 12, 70569, Stuttgart, Germany

    Jens Neuhüttler, Rudolf Fischer & Walter Ganz

  2. University of Cambridge, 17 Charles Babbage Road, Cambridge, CB3 0FS, UK

    Florian Urmetzer

Authors
  1. Jens Neuhüttler
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  2. Rudolf Fischer
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  3. Walter Ganz
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  4. Florian Urmetzer
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Correspondence to Jens Neuhüttler .

Editor information

Editors and Affiliations

  1. Brunel University, London, UK

    Martin Shepperd

  2. Lisbon University Institute, Lisbon, Portugal

    Fernando Brito e Abreu

  3. University of Lisbon, Lisbon, Portugal

    Alberto Rodrigues da Silva

  4. University of Castilla-La Mancha, Talavera de la Reina, Spain

    Ricardo Pérez-Castillo

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Neuhüttler, J., Fischer, R., Ganz, W., Urmetzer, F. (2020). Perceived Quality of Artificial Intelligence in Smart Service Systems: A Structured Approach. In: Shepperd, M., Brito e Abreu, F., Rodrigues da Silva, A., Pérez-Castillo, R. (eds) Quality of Information and Communications Technology. QUATIC 2020. Communications in Computer and Information Science, vol 1266. Springer, Cham. https://doi.org/10.1007/978-3-030-58793-2_1

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  • DOI: https://doi.org/10.1007/978-3-030-58793-2_1

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  • Online ISBN: 978-3-030-58793-2

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