AI in Service Interactions

AI in Service Interactions is a research topic within Artificial Intelligence. Science Explorer counts 22k research works in it since 1957. 10.0% of them reached the world's top 10% most cited for their field and year.

This cluster of papers explores the impact of artificial intelligence, service robots, and chatbots on the service industry, focusing on customer experience, hospitality, marketing, voice assistants, human-robot interaction, and technology adoption.

Artificial Intelligence
Service Robots
Chatbots
Customer Experience
Hospitality
Marketing
Voice Assistants
Human-Robot Interaction
Consumer Perception
Technology Adoption

Research works: 22k
In the world top 10%: 2.2k
Top-10% rate: 10.0%
Growth, 2018-21 → 2022-25: +338%
Largest producer: United States

AI in Service Interactions

Which countries lead AI in Service Interactions research?

By volume, the United States and India publish the most (2.5k and 2.2k works in 2022-now).

By volume, 2022-now

1 United States 2.5k works
2 India 2.2k works
3 China 1.7k works
4 Indonesia 819 works
5 Germany 641 works
6 United Kingdom 613 works
7 Türkiye 550 works
8 Malaysia 347 works
9 Australia 333 works
10 South Korea 320 works

How concentrated that is

The same countries as shares of everything the list above accounts for. A node where two countries do two thirds of the work and one spread evenly across twelve read alike as a ranking and not at all alike here.

United States2,509 · 24.9%India2,239 · 22.2%China1,703 · 16.9%Indonesia819 · 8.1%6 others listed2,805 · 27.8%

Shares of the rows listed above, not of the whole node.

Which institutions lead AI in Service Interactions research?

By volume in 2022-now, Binus University publishes the most AI in Service Interactions research, followed by International and European Law School and Symbiosis International University.

By volume, 2022-now

1 Binus UniversityIndonesia 111 works
2 International and European Law SchoolFrance 97 works
3 Symbiosis International UniversityIndia 55 works
4 Chandigarh UniversityIndia 48 works
5 SRM Institute of Science and TechnologyIndia 46 works
6 Christ UniversityIndia 44 works
7 Lovely Professional UniversityIndia 44 works
8 Amity UniversityIndia 42 works
9 Hong Kong Polytechnic UniversityChina 41 works
10 Savitribai Phule Pune UniversityIndia 41 works

Who are the leading researchers in AI in Service Interactions?

The most-cited researchers publishing on AI in Service Interactions include David Moher, Florian Fischer and Tien Yin Wong.

1 David Moher Canada 898k citations
2 Florian Fischer Germany 257k citations
3 Tien Yin Wong Singapore 237k citations
4 Marko Sarstedt Germany 221k citations
5 Elizabeth Loder United States 196k citations
6 Christopher D. Manning United States 179k citations
7 Herbert A. Simon United States 179k citations

Ranked by citations received across their whole record, among researchers with at least three works on this topic.

What are the most cited papers in AI in Service Interactions?

The most cited paper in AI in Service Interactions is "An Experiment in Linguistic Synthesis with a Fuzzy Logic Controller" (Ebrahim H. Mamdani, S. ASSILIAN, 1999), with 5,630 citations. Next come "Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy" (4,365) and "Artificial Intelligence in Education: A Review" (3,945).

Most cited papers
#	Paper	Released	Citations
1	An Experiment in Linguistic Synthesis with a Fuzzy Logic Controller Ebrahim H. Mamdani, S. ASSILIAN · International Journal of Human-Computer Studies	Aug 1999	5,630
2	Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy Yogesh Kumar Dwivedi et al. · International Journal of Information Management Open access	11 Mar 2023	4,365
3	Artificial Intelligence in Education: A Review Lijia Chen, Pingping Chen, Zhijian Lin · IEEE Access Open access	2020	3,945
4	Artificial Intelligence in Service Ming‐Hui Huang, Roland T. Rust · Journal of Service Research Open access	5 Feb 2018	3,516
5	Measurement Instruments for the Anthropomorphism, Animacy, Likeability, Perceived Intelligence, and Perceived Safety of Robots Christoph Bartneck, Dana Kulić, Elizabeth A. Croft et al. · International Journal of Social Robotics Open access	19 Nov 2008	3,185

All 100 most cited papers, with filters and sorting

Where is AI in Service Interactions research done?

The largest centres of AI in Service Interactions research in 2022-now are Beijing (China), Seoul (South Korea), Jakarta (Indonesia) and Pune (India). Among places with at least 20 works in it, it is an unusually large share of all research in Issy-les-Moulineaux, Tai Po and Navi Mumbai.

Largest cities, 2022-now

1 BeijingChina 263 works
2 SeoulSouth Korea 187 works
3 JakartaIndonesia 185 works
4 PuneIndia 183 works
5 ChennaiIndia 170 works
6 BengaluruIndia 168 works
7 LondonUnited Kingdom 150 works
8 ShanghaiChina 128 works
9 Hong KongChina 122 works
10 IstanbulTürkiye 107 works

Where it is the local speciality

Issy-les-MoulineauxFR · 96.8 works231×
Tai PoCN · 22.9 works9.1×
Navi MumbaiIN · 21.2 works7.5×

← less than its size predicts1×more →

Location quotient: how much more of its research is in AI in Service Interactions than the world average.

See AI in Service Interactions on the map

Where is the best place to study AI in Service Interactions?

Among universities, judged by research, Hong Kong Polytechnic University, Education University of Hong Kong and Chinese University of Hong Kong score highest, combining citation excellence, specialisation, size, growth and international reach. Research strength is one signal when choosing where to study; it does not measure teaching.

above the meannear itbelow it

One dot per university in the first ten of the table below, at the default weights. The upper left is the interesting corner: small places doing unusually strong work.

Citation excellenceshare of its work in the world top 10%, 2022-now and all time averaged

40%

Specialisationhow much of its work is in this field, counted up to 10× the world share

10%

Sizeits output in this field, on a log scale

30%

Growthoutput growth, counted from -20% to +20%

10%

Internationalshare of its work with a co-author abroad

10%

Each slider sets a weight; the share it gets of the score is beside it.

#	University	Score	Top 10%	Specialisation	Works	Growth
1	Hong Kong Polytechnic UniversityChina	75.2	26.9%	3.3×	41	+238.8%
2	Education University of Hong KongChina	70.5	32.8%	10.8×	22	-
3	Chinese University of Hong KongChina	69.1	30.0%	2.3×	24	+775.4%
4	Nanyang Technological UniversitySingapore	66.3	25.6%	3.1×	35	+561.4%
5	University of Hong KongChina	65.2	23.8%	1.9×	26	+464.6%
6	Hanyang UniversitySouth Korea	65.0	37.1%	2.2×	14	+582.9%
7	University of MacauChina	62.4	23.2%	3.8×	17	+548.9%
8	Zayed UniversityUnited Arab Emirates	60.8	19.7%	14.4×	16	+400.7%
9	City University of Hong KongChina	60.3	25.4%	2.0×	16	+350.7%
10	National University of SingaporeSingapore	59.8	23.7%	1.6×	27	+361.4%
11	Hong Kong Baptist UniversityChina	59.8	22.6%	6.1×	16	+843.0%
12	Auckland University of TechnologyNew Zealand	59.4	32.3%	3.3×	8	+53.2%
13	Qatar UniversityQatar	57.8	31.2%	2.5×	10	+694.9%
14	Universidad de ZaragozaSpain	57.8	36.3%	1.5×	10	+78.5%
15	International and European Law SchoolFrance	57.1	8.6%	8985.7×	97	-
16	University of SurreyUnited Kingdom	55.4	23.9%	2.8×	10	+181.2%
17	Hainan UniversityChina	55.3	34.0%	2.0×	12	-
18	Griffith UniversityAustralia	55.3	25.0%	2.0×	12	+288.8%
19	Southwestern University of Finance and EconomicsChina	54.9	24.8%	4.7×	10	+539.1%
20	University of Ha'ilSaudi Arabia	54.8	28.4%	4.9×	9	-
21	City University of MacauChina	54.7	20.5%	7.4×	16	-
22	Carnegie Mellon UniversityUnited States	54.6	14.3%	4.9×	29	+20.5%
23	Monash UniversityAustralia	54.6	20.3%	1.7×	24	+246.9%
24	Kyung Hee UniversitySouth Korea	54.0	26.3%	2.3×	14	+247.3%
25	Queensland University of TechnologyAustralia	54.0	25.3%	2.6×	12	+97.6%
26	Tsinghua UniversityChina	53.8	18.5%	1.2×	39	+293.9%
27	Beijing Normal UniversityChina	53.8	21.6%	2.1×	24	+415.1%
28	Sun Yat-sen UniversityChina	53.8	26.7%	0.6×	19	+650.6%
29	Harvard UniversityUnited States	53.5	25.9%	0.4×	19	+718.1%
30	Hong Kong University of Science and TechnologyChina	53.0	22.0%	1.9×	12	+30.8%
31	University of AucklandNew Zealand	52.5	21.4%	1.9×	14	+38.2%
32	University of TorontoCanada	52.3	14.2%	1.3×	38	+204.5%
33	King Abdulaziz UniversitySaudi Arabia	52.3	15.8%	2.6×	20	+741.6%
34	Binus UniversityIndonesia	52.1	1.2%	14.2×	111	+1066.1%
35	University of British ColumbiaCanada	51.3	18.6%	1.3×	22	+226.4%
36	Symbiosis International UniversityIndia	51.2	5.8%	11.5×	55	+1051.6%
37	University of JohannesburgSouth Africa	51.0	15.4%	2.7×	24	+236.2%
38	Shanghai Jiao Tong UniversityChina	50.9	20.4%	0.7×	28	+699.6%
39	Xi’an Jiaotong-Liverpool UniversityChina	50.8	20.2%	6.1×	19	-
40	Zhejiang UniversityChina	50.4	21.0%	0.6×	24	+1587.1%
41	University of Business and TechnologySaudi Arabia	49.1	20.5%	7.0×	10	-
42	Amity UniversityIndia	48.8	5.6%	6.9×	42	+330.3%
43	University of St.GallenSwitzerland	47.6	12.5%	10.5×	16	+33.6%
44	Imam Mohammad ibn Saud Islamic UniversitySaudi Arabia	46.8	16.8%	4.1×	11	+168.2%
45	Bucharest University of Economic StudiesRomania	46.2	10.8%	10.4×	25	+309.4%
46	Jaipuria Institute of ManagementIndia	44.7	19.6%	27.3×	12	-
47	Lovely Professional UniversityIndia	44.5	3.3%	6.3×	44	+965.7%
48	Chandigarh UniversityIndia	44.3	3.1%	6.2×	48	+989.2%
49	Christ UniversityIndia	43.3	2.2%	8.9×	44	+2787.0%
50	Hefei University of TechnologyChina	43.3	28.2%	1.1×	9	-
51	Savitribai Phule Pune UniversityIndia	42.9	3.8%	7.0×	41	+602.6%
52	Macau University of Science and TechnologyChina	42.9	13.8%	4.3×	13	-
53	University of MacedoniaGreece	41.2	14.8%	10.9×	9	+149.8%
54	Multimedia UniversityMalaysia	39.8	4.5%	10.8×	20	+464.6%
55	SRM Institute of Science and TechnologyIndia	39.6	1.2%	3.2×	46	+605.8%
56	King Khalid UniversitySaudi Arabia	37.0	9.0%	2.6×	14	-

Universities only. The score blends citation excellence (40%), size (30%), specialisation (10%), growth (10%), international reach (10%), 2022-now; growth compares 2018-21 with 2022-25 and counts up to +20%, since a jump from a small base is mostly noise.

Every institution in AI in Service Interactions, country by country

Is AI in Service Interactions research growing?

Output in 2022-2025 was 338% higher than in 2018-2021, peaking in 2025. The fastest-growing topics are AI in Service Interactions.

grewheldshrank

The same series as a ribbon: one cell per year, darker for more. The line above answers how much; this answers when.

Its share of all research

Growing output can still be a shrinking share: all of science grows. This is AI in Service Interactions as a percentage of every work published that year, 0.059% in 2024.

Fractional works of AI in Service Interactions over all fractional works that year. How the balance of science has shifted.

How much of it reaches the world top 10%

Year by year.

Of each year's works in it, the share that reached the world's 10% most cited for their field and year. A field is the world for its own topics, so there is no other line to hold it against.

Which topics inside it are moving

Growth and decline on one axis around a shared zero. Two lists side by side hide the thing that matters: whether the growth dwarfs the decline, or the other way round.

Discussion

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Which countries lead AI in Service Interactions research?

By volume, 2022-now

How concentrated that is

Which institutions lead AI in Service Interactions research?

By volume, 2022-now

Who are the leading researchers in AI in Service Interactions?

What are the most cited papers in AI in Service Interactions?

Where is AI in Service Interactions research done?

Largest cities, 2022-now

Where it is the local speciality

Where is the best place to study AI in Service Interactions?

Is AI in Service Interactions research growing?

Its share of all research

How much of it reaches the world top 10%

Which topics inside it are moving

Related research

Discussion