Call for Papers: Human Roles and Skills in AI-based Services at HICSS-59 (in Decision Analytics and Service Science track)

[Tapani Rinta-Kahila]

Dear IS colleague,

I hope you are having a great day. If you are doing cutting-edge research in the intersection of AI and service research, and feel the call of Aloha, please consider submitting your best work to our HICSS minitrack! See the call for papers below.

Best regards,

Tapani Rinta-Kahila
Senior Lecturer, Business Information Systems
UQ Business School
The University of Queensland
Brisbane Qld 4072 Australia
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Call for Papers: Hawaii International Conference on System Sciences 59 (HICSS-59): January 6-9, 2026, Hyatt Regency Maui, Hawaii

Minitrack: Human Roles and Skills in AI-based Services (in Decision Analytics and Service Science track)

https://hicss.hawaii.edu/tracks-59/decision-analytics-and-service-science/#human-roles-and-skills-in-ai-based-services-minitrack

Submission deadline: June 15,  2025

Minitrack Description:

Artificial intelligence (AI) is transforming service delivery by augmenting human employees and automating entire service processes, even fundamentally reimagining what human capabilities mean in service contexts. Machine-learning-powered service technologies such as service robots, LLM chatbots, diagnostic AI tools, and algorithmic decision-making and management systems have become integral parts of many service processes. This directly impacts frontline service employees who engage with customers - whether physically or virtually. By taking over employees' old tasks, creating new tasks for them, and transforming their roles, AI changes the nature of humans' work, for better or for worse. This transformation can extend beyond simple task automation to reshape how human workers leverage their uniquely human capabilities like emotional intelligence, complex problem-solving, and adaptive thinking in collaboration with AI systems.

What does all this mean for service workers? Will AI enhance service workers' expertise and empower them to deliver better customer service? Or will it disrupt their role identity, leading to degradation and dehumanization of work, and ultimately job displacement? The dynamic nature of AI technology suggests that its impacts on workers and customers can be multifaceted. Its disruptions fall unevenly over service workers with different skills, roles, and tenure across industries. Our minitrack explores these thorny questions, focusing on (but not limited to) the following topics:


  *   The incorporation of AI into service delivery
  *   Work design for AI-based services
  *   New/emerging/future service roles and skills enabled by AI
  *   Service job displacement due to AI
  *   How AI transforms existing service roles and skills
  *   Upskilling and/or deskilling of service workers
  *   The effect of AI on service workers' wellbeing
  *   How service employees cope with the incorporation of AI into their work
  *   How service organizations adapt and change in response to AI
  *   How service business models adapt and change in response to AI
  *   Unintended consequences of incorporating AI into service delivery
  *   Future of humans' role in service delivery in the age of AI
  *   AI-facilitated customer interaction
  *   Customer perceptions of, and attitudes toward, AI-based services
  *   AI-based self-service technologies (in retail, hospitality, etc.)
  *   Development of capabilities in managing AI-powered service systems
  *   Development of complementary human-AI capabilities
  *   New capabilities required for human-AI collaboration in service delivery

Minitrack Co-Chairs:

Tapani Rinta-Kahila, The University of Queensland, t.rintakahila at uq.edu.au (primary contact)
Juho Lindman,  University of Gothenburg,  juho.lindman at ait.gu.se
Virpi Kristiina Tuunainen, Aalto University School of Business, virpi.tuunainen at aalto.fi

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