[3I1-GS-13] AI application: Social application (2)

[3I1-GS-13-02] Information Circulation of Field Staff and Systems in Large-scale Customer Service

〇Mai Usui¹, Kazuya Yamashita¹, Mari Furuta¹, Megumi Inoue¹, Mayuko Naito¹, Kota Takaoka¹, Eiich Sakurai¹, Yoichi Motomura¹ (1. National Institute of Advanced Industrial Science and Technology)

Keywords:Service system, Social implementation, Stochastic modeling, Management system

In discussing DX strategies in business administration, the concept of digital innovation theory and the Wizard of Oz System are important. Based on Kohli (2019) 's theoretical framework for digital innovation (initiation, development, implementation, and exploiting), we observe real-world fields and determine what factors contribute to the promotion of digital innovation projects using a descriptive case study method.