AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers

Purpose This research examines the unique sustainability challenges posed by an aging population and how artificial intelligence (AI) may be used to nudge service organizations and older adults toward more sustainable behaviors. Design/methodology/approach A conceptual framework (“the AI service triangle”) is developed by describing how four primary actors (AI, managers, employees and customers) through smart nudging and learning can change their principles and practices toward more sustainable behavior. Based on the conceptual framework, a research agenda is proposed, and empirical illustrations are presented, connecting concepts such as smart nudging, hyper-personalization, learning and aging. Findings This research explores how older adults can be supported in making their behavior more sustainable through smart nudging, emphasizing those principles and practices that promote sustainable choices. It further suggests how managers and employees of service organizations can be nudged to change toward more sustainable service provision for older adults. It also highlights the challenges posed by the need for hyper-personalization of smart nudges, while adhering to ethical principles of privacy and transparency. Originality/value The authors adopt a systems approach, which is required to resolve major global challenges, such as those caused by an aging population. It integrates multiple levels of analysis – of service organizations (managers and employees), older adult customers and AI – into a conceptual framework that can assist policymakers and managers in making better decisions to address grand challenges.