Digital Workers in Service Systems: Challenges and Opportunities

  • Paolo PiciocchiEmail author
  • Clara Bassano
  • Maria Cristina Pietronudo
  • James C. Spohrer
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


Early forms of AI systems (digital workers), from cognitive assistants to driverless vehicles, are beginning to appear in service systems, creating challenges and opportunities. Meanwhile, people (smarter workers) with an affinity for using advanced technologies are getting things done in new ways. Working scenarios today are guided by high resonant collaboration and wide spread knowledge communication among professionals. To analyze this scenario, we combine both a traditional analytical approach (focus on the parts) and a holistic approach (focus on the whole), privileging a transdisciplinary perspective based on the three frameworks: SSME+DAPP, VSA and IAD. This chapter aims to analyze the challenges and opportunities of digital workers coming to service systems, and provide recommendations for individuals, managers, policymaker, and academics. To mitigate the challenges and seize the opportunities, a wide range of professionals are transforming themselves into T-shaped adaptive innovators in Smart Working environments.


Artificial intelligence Digital workers Smart working T-shaped professionals 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Paolo Piciocchi
    • 1
    Email author
  • Clara Bassano
    • 2
  • Maria Cristina Pietronudo
    • 2
  • James C. Spohrer
    • 3
  1. 1.Department of Political, Social and Communication StudiesUniversity of SalernoSalernoItaly
  2. 2.Department of Management Studies and Quantitative MethodsParthenope UniversityNaplesItaly
  3. 3.IBM Cognitive Opentech, AlmadenSan JoseUSA

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