The Service Shift: How Automation and AI Are Redefining Work in the 21st Century
The nature of service work is undergoing a seismic transformation. No longer confined to simple task replacement, automation and artificial intelligence are fundamentally reshaping roles, skills, and the very definition of value in the service economy. This article explores the profound shift from transactional to augmented service models, examining how AI handles routine processes while elevating human workers to focus on complex problem-solving, emotional intelligence, and strategic relationsh