@conference {Ferreira2020,
	title = {Understanding the Impact of Artificial Intelligence on Services},
	booktitle = {International Conference on Exploring Services Science},
	series = {Lecture Notes in Business Information Processing},
	volume = {1},
	number = {January},
	year = {2020},
	pages = {202{\textendash}213},
	publisher = {Springer International Publishing},
	organization = {Springer International Publishing},
	address = {Cham},
	abstract = {The service sector is changing drastically due the use of robotics and other technologies, such as Artificial Intelligence (AI), Internet of things (IoT), Big Data and Biometrics. Consequently, further research opportunities in the service industry domain are also expected. In light of the above, the purpose of this paper is to explore the potentialities and limitations of service robots in the hospitality industry. To this end, this paper uses a conceptual approach based on a literature review. As a result, we found that in contexts of high customer contact, service robots should be considered to perform standardized tasks due to social/emotional and cognitive/analytical complexity. The hospitality industry is therefore considered closely related to empathic intelligence, as the integration of service robots has not yet reached the desired stage of service delivery. In a seemingly far-fetched context of our reality, organizations will have to decide whether the AI will allow the complete replacement of humans with robots capable of performing the necessary cognitive and emotional tasks. Or investing in balanced capacities by integrating robot-human systems that seems a rea- sonable option these days. Keywords:},
	keywords = {{\'a} servitization {\'a} design, science research, service design},
	isbn = {9783030387242},
	doi = {10.1007/978-3-030-38724-2},
	url = {http://link.springer.com/10.1007/978-3-030-38724-2},
	author = {Ferreira, Pedro and Teixeira, Jorge Grenha and Teixeira, Lu{\'\i}s F.},
	editor = {N{\'o}voa, Henriqueta and Dr{\u a}goicea, Monica and K{\"u}hl, Niklas}
}
@conference {2019,
	title = {Machine learning in Artificial Intelligence: Towards a common understanding},
	booktitle = {Hawaii International Conference on System SciencesProceedings of the 52nd Hawaii International Conference on System Sciences},
	year = {2019},
	publisher = {Hawaii International Conference on System Sciences},
	organization = {Hawaii International Conference on System Sciences},
	doi = {10.24251/HICSS.2019.630},
	author = {K{\"u}hl, Niklas and Goutier, Marc and Hirt, Robin and Satzger, Gerhard}
}
