Journal of Computer Science
and Information Technology

Self-Service Technologies: An AI-Powered Transformation
Aysen Akyüz, Bilge Karamehmet Altuntas

Abstract
This study has gone through extensive literature search exploring the development and impact of self-service technologies (SSTs), with a particular focus on the transformative potential of Artificial Intelligence (AI) in shaping the future of self-service. As digital transformation reshapes the marketing landscape, companies are increasingly adopting SSTs to meet customer demands for convenience, speed, and personalization. The study traces the development of SSTs from their early forms, such as vending machines and ATMs, to advanced AI-powered systems that offer real-time, personalized service. It also highlights the benefits of self-service for both businesses and customers. Futhermore, the involvement of customer with self service technologies and the factors that influence customer adoption of these technologies are observed. It then explores the role of AI in revolutionizing self-service. AI-based SSTs offer significant advantages over traditional systems, including improved accuracy,efficiency, and a seamless user experience. It is also acknowledged that while AI-powered SSTs are designed for self-service, human interaction remains valuable. This study provides a comprehensive conceptual framework on self-service technologies and AI integration.

Full Text: PDF     DOI: 10.15640/jcsit.v12a1