Artificial intelligence as a service : a systematic review of literature from the customer’s perspective

Abstract

The advancement of artificial intelligence has ushered in a transformative service model known as artificial intelligence as a service, which has significantly altered how customers interact with artificial intelligence technologies. Artificial intelligence as a service leverages the cloud to deliver advanced artificial intelligence tools and functionalities, eliminating the need for direct investment in infrastructure or expertise. This thesis examines the implications of artificial intelligence as a service from a customer’s perspective, focusing on how it influences their operational processes, decision-making, and strategic planning.

This thesis explores the emergence and evolution of artificial intelligence as a service, emphasising its impact on customers within various business contexts. The study evaluates the benefits and challenges encountered by customers as they integrate artificial intelligence as a service, into their operational frameworks. It also assesses the strategic implications of artificial intelligence as a service, on customer innovation and competitive advantage while considering the ethical and regulatory dimensions of deploying such services. Employing a systematic literature review combined with topic modelling, this research gathers, synthesises, and critically evaluates existing literature on artificial intelligence as a service. This methodological approach enables a thorough exploration of datasets and complex information structures, helping to uncover underlying themes and patterns relevant to artificial intelligence as a service’s customer impacts. The systematic literature review spans extensive databases, including peer-reviewed journals and empirical studies, meticulously selected through defined criteria to ensure relevance and rigour.

The findings reveal that artificial intelligence as a service offers critical benefits such as scalability, enhanced flexibility, and cost efficiency, pivotal for customers looking to adopt artificial intelligence without significant capital expenditure. Customers experience improved accessibility to advanced artificial Intelligence capabilities, which enables them to enhance operational efficiency and foster innovation. However, the research also identifies substantial challenges, such as data security concerns, potential loss of control over Artificial Intelligence processes, and issues of service reliability that can affect customer trust and satisfaction. Artificial Intelligence as a Service represents a significant innovation in delivering and utilising Artificial Intelligence capabilities, providing customers with powerful tools to transform their business models and operational processes. However, the successful deployment of Artificial Intelligence as a Service requires addressing the nuanced challenges faced by customers, particularly in ensuring data security, service reliability, and ethical Artificial Intelligence usage. Future research should aim to develop more robust frameworks that enhance transparency, accountability, and customer-centric approaches in Artificial Intelligence as a Service offering. This will not only improve customer trust but also ensure that Artificial Intelligence as a Service can fulfil its potential as a driver of business innovation and efficiency.