时间：2025年12月8日10:00

地点：经管楼312室

主讲人：朱晗 教授，东北财经大学

题目：How AI May Impact Customer-Intensive Services

摘要：Artificial intelligence (AI) technologies are increasingly employed in customer-intensive services to automate auxiliary tasks and augment professional service delivery. We investigate a service system in which the overall service rate depends on both auxiliary and professional service times. AI automation reduces the time allocated to auxiliary tasks, while AI augmentation enhances the effectiveness of professional tasks. The profit-maximizing service provider decides the service price and the professional service time spent on customers. Our findings reveal that marginal improvements in automation always enhance market coverage and the service provider’s revenue, but somewhat surprisingly, may reduce service quality and price. Depending on the service type, service price may follow different patterns, i.e., either always increasing, initially decreasing, or initially increasing and then decreasing, before eventually increasing, as automation capability improves. Only at a sufficiently high automation capability can the service provider enhance both service quality and service price, as automation capability improves. In contrast, we find that higher levels of augmentation capability always reduce the provider’s optimal professional service time while still improving service quality and raising prices. Moreover, we uncover an inverted U-shaped pattern in the optimal system utilization with automation and augmentation capability. This implies that although AI can improve the efficiency of auxiliary tasks and the effectiveness of professional tasks, it may actually increase the provider’s workload. Overall, our study shows that with AI adoption, the service provider likely reduces service quality and price, but with more customers served and boosted revenue on the demand side, while creating more hiring needs for labor on the supply side.

个人简介：朱晗，教授，博士生导师，东北财经大学管理科学与工程学院副院长、校学术委员会委员，担任《运筹与管理》编委、《系统管理学报》领域编委。主要研究方向为供应链运营管理，旨在通过库存控制、价格设定、能力配置、信息共享等运营管理常见决策提升供应链效率，助力企业降本增效。先后主持国家自然科学基金项目3项（优青、面上、青年），研究成果发表在OR、M&SOM、POM等运营管理国际顶级期刊上，并获得教育部高等学校科学研究优秀成果奖、辽宁省自然科学学术成果奖等奖励，并获评“兴辽英才计划”青年拔尖人才和“辽宁向上向善好青年”，获霍英东教育基金会高等院校青年科技奖、大连五四青年奖章。