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  • The European Business Review

    THE SERVICE REVOLUTION, INTELLIGENT AUTOMATION AND SERVICE ROBOTS

    Jan 25, 2021 6 minutes
    BY JOCHEN WIRTZ, WERNER KUNZ
    AND STEFANIE PALUCH

    Dawn of the Service Revolution1

    The industrial revolutions started in the late eighteenth century and automated blue-collar jobs in manufacturing, thereby providing massive structural benefits to our societies. They rapidly increased our standard of living by bringing high-quality, low-cost manufactured goods to the masses, and relieved people from laborious manual work.

    Today, our economies seem to face a turning point similar to the industrial revolution, but this time in the service sector. Technologies rapidly become smarter and more powerful, while, at the same time, they get smaller, lighter and cheaper. These technologies include hardware such as that related to physical robots, drones and autonomous vehicles and their components (e.g., processors, sensors, cameras, chips), wearable technologies, and code or software such as analytics, speech processing, image processing, biometrics, virtual reality, augmented reality, cloud technologies, mobile technologies, geo-tagging, low-code platforms, robotic process automation (RPA) and machine learning. Together, these technologies will transform virtually all service sectors. Service robots and artificial intelligence (AI), combined with these technologies, will lead to rapid

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