Leveraging expert systems technology to improve service industry

Purpose – Intelligent solutions, based on expert systems (ES), to solve complicated practical problems in various sectors are becoming more and more widespread. However, the role of expert systems in the improvement of service industry has not yet been studied in the research community. The primary objective of this paper is to discuss the important role that ES can play in the improvement of service industry. Design/methodology/approach – Based on the diplomacy, preparedness and engagement responsibilities with the aid of technology ((DPEAT) model proposed by Agnihothri et al. the article presents how ES can be used in order to create an effective service organization. Findings – The key findings of the study show that carrying out ES‐based DPEAT can result in superior service outcomes. Originality/value – Service industries are growing in importance in all over the world. These industries operate in a very competitive market where the need to differentiate a service from the competitor is analogous to survival. The effective use of information technology (IT) to help service companies improve service quality, financial performance, customer satisfaction and productivity is a very crucial issue nowadays. However, the role of expert systems in the improvement of service industry has not yet been studied in the research community. The value of this paper is that it describes how the DPEAT model can be used in order to create effective service organization.