RAISE: leveraging responsible AI for service excellence

Abstract

Purpose

This article introduces the Responsible AI for Service Excellence (RAISE) framework. RAISE is a strategic framework for responsibly integrating AI into service industries. It emphasizes collaborative AI design and deployment that aligns with the evolving global standards and societal well-being while promoting business success and sustainable development.

Design/methodology/approach

This multidisciplinary conceptual article draws upon the United Nations' Sustainable Development Goals (SDGs) and AI ethics guidelines to lay out three principles for practicing RAISE: (1) Embrace AI to serve the greater good, (2) Design and deploy responsible AI and (3) Practice transformative collaboration with different service organizations to implement responsible AI.

Findings

By acknowledging the potential risks and challenges associated with AI usage, this article provides practical recommendations for service entities (i.e. service organizations, policymakers, AI developers, customers and researchers) to strengthen their commitment to responsible and sustainable service practices.

Originality/value

This is the first service research article to discuss and provide specific practices for leveraging responsible AI for service excellence.

Citation

Alkire, L., Bilgihan, A., Bui, M.(M)., Buoye, A.J., Dogan, S. and Kim, S. (2024), "RAISE: leveraging responsible AI for service excellence", Journal of Service Management, Vol. 35 No. 4, pp. 490-511. https://doi.org/10.1108/JOSM-11-2023-0448