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

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.