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Disruptive emerging technologies: Change in service operating model

The service operation is quite important to run a business and deliver customer service up to the expectation. This paper is looking at IT services and the use of artificial intelligence (AI) with machine learning (ML). The authors figured out that the service operation model is disturbed by the use of AI and ML. This paper was looking at the possible extent of disruption in specific to IT service but it is quite relevant to other service industries as well. The service operating model getting changed by disruptive technology (AI and ML) which replace the human drastically. The service operating model will be changed to an AI-led human supervised model. IT services and even service platforms will be changed by embedding AI and ML in the platform. IT capital replaces humans to mitigate skill demand in developed economies. Our study cautioning service providers and even enterprises to get prepared for this drastic disruption to gain early competitiveness in the marketplace. AI and ML together with an automation engine or platform is the future for the service industry and industry to get prepared for this mainstream alignment quickly.