Service System Design for A.I. Laboratory: A Service Science Perspective

Abstract

Telkom has recognized the importance and benefit that Artificial intelligence (A.I.) has in developing today's industry 4.0 era and relevant across various fields of study. Hence, through Indonesia Telecommunication and Digital Research Institute (ITDRI), they are developing an A.I. laboratory. This lab is the first in Indonesia that is equipped with NVIDIA DGX A-100, a device specifically designed to handle A.I. workloads, which will be used to support research in the lab. In order for the use of this lab to be effective, well known, and had impact for the company, a service system is needed that will support activities in this lab. This paper will examine how the framework of service science can be used to design a service system to optimize the business unit. Through external analysis (PEST, Porter 5 Forces, SWOT), internal analysis (in-depth interview, lean canvas, service blueprint) & determining root cause analysis that will produce a business solution. This research showed that a value co-creation and value orchestration platform from a service science perspective would be suitably applicable for the A.I. laboratory. The proposed solution to improve the A.I. lab are variative bundle package, teaching module, online platform, value exchange, etc.

Keyword: service science, artificial intelligence,