This content originally appeared on NN/g latest articles and announcements and was authored by Sarah Gibbons, Pablo Fernández Vallejo
Summary: AI will force the transformation of service design by introducing new actors, shifting user dynamics, and redefining success metrics.
Service design is the activity of planning and organizing a business’s resources (people, props, and processes) in order to effectively deliver the intended experience. As products and services grow in sophistication, so does the need to intentionally design how they are delivered. This is already a complex task when the primary actors are humans (users and support agents); it becomes even more so as AI integrates, replaces, and acts on behalf of users and the organization.
AI Agents as Actors
The most significant shift brought by AI in service design is the emergence of new actors within the ecosystem: AI agents. Traditionally, service design has focused on orchestrating experiences for and between human actors — customers and employees. However, with the integration of AI, we now face a new paradigm , where these systems are no longer mere tools but active participants.
Here’s the definition of an AI agent according to Anna Gutowska from IBM:
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This content originally appeared on NN/g latest articles and announcements and was authored by Sarah Gibbons, Pablo Fernández Vallejo
Sarah Gibbons, Pablo Fernández Vallejo | Sciencx (2025-02-14T18:00:00+00:00) How Service Design Will Evolve with AI Agents. Retrieved from https://www.scien.cx/2025/02/14/how-service-design-will-evolve-with-ai-agents/
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