This lecture examines whether artificial intelligence will help or hinder managers in the service industry. It compares human and machine intelligence, reflects on society's uncertainty during technological transitions, and draws parallels with the transformative impact of the internet. The speaker explains how managers must coordinate stakeholders, identify suitable uses and limitations of AI, and bridge communication among industry experts, academics, social scientists, and users. The lecture also addresses AI hallucinations, skepticism, ethical concerns, and the need for collaborative solutions that preserve service quality and societal well-being.
