Towards a triadic service intelligence framework: integrating AI, human, and emotional intelligence as dynamic capabilities

This study proposes the Service Intelligence Model, a triadic framework explaining how artificial (AI), human (HI), and emotional intelligence (EI) jointly strengthen customer engagement and perceived service quality. Based on a literature review and interviews with senior informants from five service firms, findings position AI as an organisational information-system capability enhancing responsiveness, personalisation, and precision. HI and EI remain essential for contextual interpretation, adaptation, and emotional connection. Engagement depends on employees leveraging AI synergistically and is linked to improved service quality. The study contributes to information systems and service literature by showing how hybrid AI-human systems co-create customer value.