抄録
Service Engineering,which was born as a new research field at The University of Tokyo in 2001,has included and
developed AI researches. This paper introduces a history of service engineering and recent researches on “Service Engineering×AI”from the viewpoint of University of Tsukuba.In our experience,there are at least two important issues in developing AI services.One is that the customer value of an AI service may be defined depending on the using context.The other is that it is desirable to consider AI service development not on an individual company level but on the value chain level of the service.This paper concludes that interaction between quality management research and service engineering research is required for attaining Japanese service excellence.
