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The integration of AI technologies has unlocked a multitude of possibilities within service operations.

• Intelligent automation has streamlined and optimized repetitive tasks, allowing service managers to reallocate resources and focus on more strategic initiatives.
• Predictive analytics has empowered decision-makers with valuable insights, enabling proactive problemsolving and preventive maintenance.
• AI-powered virtual assistants and chatbots have revolutionized customer support, providing personalized and efficient interactions, while sentiment analysis allows service managers to gauge customer satisfaction in real-time.

While the promises of AI are enticing, it is essential for service managers to navigate the AI landscape effectively. Understanding the specific AI capabilities and selecting the right tools and technologies are crucial steps toward successful implementation.

We delve into the contemporary challenges and resolutions within service operations, focusing on a pivotal instrument: generative AI.