Technology, Artificial Intelligence and Service Innovation for Sustainable Development: A Service Ecosystem Perspective

Abstract

Artificial intelligence is being integrated into enterprises as an integral component rather than a separate technology. This style offers opportunities for prediction, personalization, automation, collaboration, and learning but also involves redistributing agency, information, risk, and value, across firms, customers, employees, forums, communities, and ecosystems. Research on AI-enabled tools, innovative workflows, co-creation of value, and sustainable development has yet to fully characterize them. This article aims to understand how innovative AI-based tools can contribute to sustainable development by providing a general perspective that does not necessarily imply the desirability of adopting AI technologies. An integrative review and qualitative coding were conducted on 39 empirical and referenced papers. The integrated New Enterprise Process Action Framework shows how collaboration, co-development and collaborative, and co-learning activities at different levels can be accomplished with the help of AI capabilities. This study identifies six key drivers of value-added collaboration and AI in the workplace: AI capabilities, data quality, human judgment, actor collaboration, social design, and insight. In addition, the analysis incorporates values validation systems driven by isolation, bias, opacity, surveillance, regression  effects, automation, cybersecurity threats, and statistical artifacts. The paper offers a perspective on how innovative uses and AI can be used to deliver lasting economic, social and environmental benefits. It is argued that sustainable operational innovation with AI requires biologists to engage with each other’s data and take advantage of synergies and apply service concepts to meet specific performance indicators. Ecosystem managers should take advantage of the feedback mechanisms to update operating system models, platforms, and AI technology principles. The article provides an analysis of the concepts, strategies, and leadership to create AI-enabled services that maintain long-term value for customers, employees, and ecosystems.