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With the development of various technologies, the paradigm of society is changing. In particular, it is causing rapid changes in all industries based on new convergence technologies centering on artificial intelligence.
Major innovative technologies such as artificial intelligence and the Internet of Things (IoT), robots and smart cars, nanotechnology and biotechnology are playing a big role. And it was mentioned that a new world that was difficult to imagine is appearing in the past by fusion of these new technologies. The new world is a place to meet people through the technology and culture of the Fourth Industrial Revolution. As such, it was mentioned as the era of intelligence that the core intelligent technologies of convergence are greatly transformed into general types of technologies (Information Society Agency of Korea, 2017).
The convergence of various technologies based on artificial intelligence systems is causing huge changes in various forms in society and industry. In the past, people were mainly the main axis, but now services by artificial intelligence are spreading very quickly. This trend is spreading more rapidly to non-face-to-face culture and services than to people while experiencing social problems such as viruses and diseases. It has made a shocking change to the existing production and consumption processes and has a great influence on the paradigm of companies and consumers. And these changes are having a great impact on the quality field as well. The paradigm has already changed from the existing product and enterprise center to the service and consumer center, and a completely different culture and service has been formed.
These changes have a great influence on the existing quality evaluation. In particular, the proliferation of services based on artificial intelligence is giving a great change to our life and quality evaluation. In other words, the quality of service up to now has been mainly evaluated based on the behavior or mood of service providers executed by people (employees).Then, through the network era, the Internet-oriented e-service was mainly evaluated.
However, artificial intelligence-oriented services have changed to artificial intelligence-based convergence systems rather than people or simple Internet service providers. Therefore, it is no longer appropriate to evaluate with the existing service evaluation method. Based on prior research on artificial intelligence, it is necessary to analyze the characteristics and study the appropriate service quality evaluation method.
In particular, with diseases such as Corona 19 along with the Fourth Industrial Revolution, people have more and more rapidly prefer artificial intelligence-based services from existing human-centered services. While experiencing artificial intelligence services, an appropriate evaluation method for related quality is required. For these requirements, quality evaluation items must be newly presented in accordance with artificial intelligence-based services. It will be a very important indicator for companies that develop and sell new products or services based on artificial intelligence, and it will be a research with great significance in a new era.
The purpose of this paper is to study and propose service quality evaluation items and methods in the age of artificial intelligence. First, preliminary quality evaluation items are derived through various literature studies related to artificial intelligence, case studies, and expert opinion studies. And it is to derive and present service quality evaluation items suitable for the age of artificial intelligence through expert survey using the Delphi technique.