"Service design is all about creating seamless interactions between humans and services. The ultimate goal of service design is to streamline experiences, enabling people to achieve more in less time and with less effort. Traditionally, companies invested significant time and resources into making user journeys as easy as possible. Before the AI revolution, this was achieved through digitalization and automation of routine operations. But in the era of AI, the focus is shifting - from automation to AI agents."
"AI agents represent a fundamental shift in how we think about automation. Many people even avoid using the term automation when referring to AI agents, because AI is not just an automation tool - it's an active participant in the ecosystem we build for users. AI agents can perform tasks autonomously on behalf of both users and organizations. This fundamental difference will reshape how services are designed and delivered."
Service design focuses on creating seamless interactions that let people achieve more with less time and effort. Traditional automation digitized routine operations and saved manual labor while reducing human error. Traditional automation relied on fixed rules and hard-coded determination, which increased system complexity and required specialists to maintain and adapt rules as realities changed. AI agents introduce autonomy and active participation, enabling tasks to be performed on behalf of users and organizations. The arrival of AI agents changes the paradigm from predictable rule-based automation to adaptable, agent-driven systems that will reshape how services are designed and delivered.
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