AI will transform service design by introducing AI agents as active participants, changing interaction dynamics, and redefining success metrics. These agents can support users and organizations, acting autonomously or collaboratively. Service designers must rethink their approaches considering these new actors and their roles, integrating AI with human capabilities. The rise of AI in services will shift competition dynamics and require new performance indicators, emphasizing AI compatibility and user trust while ensuring meaningful roles for human employees.
https://www.nngroup.com/articles/service-design-evolve-ai-agents/