About Titta Jylkäs
SDGC18 Workshop Facilitator with Richard Ekelman
Titta Jylkäs is a service designer working on her industry based PhD at Volkswagen Financial Services AG in Germany and is enrolled in Culture-based service design doctoral program in University of Lapland, Finland. Titta focuses her work and research on the utilization of artificial intelligence in service design, with an interest in finding practical solutions, tools and new ways of working for combining the two fields. For the past 2 years, she has built extensive knowledge on AI assistants as service channels through multiple service design projects.
Titta’s interest in Service Design
Artificial intelligence (AI) is one of the rising technologies that also affect how services can be delivered and how businesses can interact with customers. Through voice and chat interfaces many AI services have already made their entrance to the market and are shaping the expectations of customers towards service interactions. Where AI can provide new skills and access to larger amount of information, service design (SD) functions as a practice to define how AI and why AI is used and what are implications of AI for customer behavior and service value.