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Topic · Artificial Intelligence

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. 26.5% 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
fractional, since 1957
In the world top 10%
5.9k
per year above
Top-10% rate
26.5%
share of its works in the world top 10%
Growth, 2013–17 → 2018–22
+325%
the tick is no change

Which countries lead AI in Service Interactions research?

By volume, the United States and India publish the most (1.7k and 1.6k works in 2022–2025).

By volume, 2022–2025

  1. 1 United States 1.7k works
  2. 2 India 1.6k works
  3. 3 China 1k works
  4. 4 Indonesia 578 works
  5. 5 Germany 479 works
  6. 6 United Kingdom 442 works
  7. 7 Türkiye 402 works
  8. 8 Malaysia 250 works
  9. 9 Italy 244 works
  10. 10 Japan 238 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 States: 24.8%India: 22.8%China: 14.5%Indonesia: 8.3%6 others listed: 29.6%25%largest
United States1,721 · 24.8%India1,588 · 22.8%China1,007 · 14.5%Indonesia578 · 8.3%6 others listed2,056 · 29.6%

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

Which institutions lead AI in Service Interactions research?

By volume in 2022–2025, Binus University publishes the most AI in Service Interactions research, followed by Symbiosis International University and Chandigarh University.

By volume, 2022–2025

  1. 1 Binus UniversityIndonesia 75 works
  2. 2 Symbiosis International UniversityIndia 45 works
  3. 3 Chandigarh UniversityIndia 42 works
  4. 4 Vellore Institute of Technology UniversityIndia 35 works
  5. 5 Christ UniversityIndia 34 works
  6. 6 Lovely Professional UniversityIndia 33 works
  7. 7 SRM Institute of Science and TechnologyIndia 32 works
  8. 8 Universiti Teknologi MARAMalaysia 32 works
  9. 9 Amrita Vishwa VidyapeethamIndia 31 works
  10. 10 Hong Kong Polytechnic UniversityHong Kong 30 works

Who are the leading researchers in AI in Service Interactions?

The most-cited researchers publishing on AI in Service Interactions include Yogesh K. Dwivedi.

  1. 1 Yogesh K. Dwivedi United Kingdom 3.2k citations

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

Where is AI in Service Interactions research done?

The largest centres of AI in Service Interactions research in 2022–2025 are Beijing (China), Seoul (South Korea), Jakarta (Indonesia) and Chennai (India).

Largest cities, 2022–2025

  1. 1 Beijing China 186 works
  2. 2 Seoul South Korea 131 works
  3. 3 Jakarta Indonesia 126 works
  4. 4 Chennai India 125 works
  5. 5 Pune India 124 works
  6. 6 Bengaluru India 116 works
  7. 7 London United Kingdom 105 works
  8. 8 Hong Kong China 88 works
  9. 9 Shanghai China 85 works
  10. 10 Tokyo Japan 84 works
See AI in Service Interactions on the map

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

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

0%50%100%mean 46.43%fractional works in this node (log) →share in the world top 10% →Education University of Hong Kong: 17, 65.7%Taylor's University: 11, 55.9%Symbiosis International University: 45, 26.8%Zayed University: 13, 42.3%University of St.Gallen: 13, 41.0%Binus University: 76, 7.9%Hong Kong Polytechnic University: 30, 55.7%University of Economics Ho Chi Minh City: 9, 49.3%Jaipuria Institute of Management: 9, 47.5%University of Macau: 12, 72.2%Education University…Taylor's UniversityZayed UniversitySymbiosis Internatio…
above the meannear itbelow it

One dot per university in the table below. The upper left is the interesting corner: small places doing unusually strong work.

#UniversityScoreTop 10%SpecialisationWorksGrowth
1 Education University of Hong KongHong Kong 68.065.7%10.4×17 —
2 Taylor's UniversityMalaysia 60.355.9%11.4×11 —
3 Symbiosis International UniversityIndia 58.326.8%11.8×45 —
4 Zayed UniversityUnited Arab Emirates 57.042.3%14.1×13 —
5 University of St.GallenSwitzerland 55.941.0%11.2×13 —
6 Binus UniversityIndonesia 54.87.9%12.0×76 —
7 Hong Kong Polytechnic UniversityHong Kong 53.955.7%3.0×30 —
8 University of Economics Ho Chi Minh CityVietnam 53.649.3%10.0×9 —
9 Jaipuria Institute of ManagementIndia 52.947.5%26.4×9 —
10 University of MacauMacau 52.372.2%3.2×12 —

Universities only. Score blends excellence (30%), specialisation (25%), size (20%), growth (15%) and international reach (10%), 2015–2022; growth compares 2010–14 with 2015–19.

Is AI in Service Interactions research growing?

Output in 2018–2022 was 325% higher than in 2013–2017, peaking in 2025. The fastest-growing topics are AI in Service Interactions.

19801990200020102020
grewheldshrank

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

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.