SIG Services
Workshop 2025

Recent advances have transformed AI from passive generators of content into autonomous, goal-driven agents capable of perceiving environments, making decisions, and taking actions within service contexts. These agentic systems can self-direct, learn from interactions, and collaborate with both frontline and backend service providers to manage complex workflows and adapt in real time.

By embedding agency into service bots, recommender systems, and operational platforms, organizations can enhance personalization, efficiency, and resilience. This evolution raises critical questions around control, trust, accountability, and ethics, as autonomous agents increasingly co-create value with human stakeholders and influence customer experiences in novel ways.

In this pre-ICIS Workshop on Agentic AI in Services, we invite theoretical, empirical, and design-focused contributions that address foundational frameworks for AI agency, architectures for goal-driven service agents, human–AI collaboration models, customer perception dynamics, governance and risk management, and emerging trends in multi-agent ecosystems.

In this year’s pre-ICIS workshop and associated Call for Papers, we aim to discuss both the opportunities and challenges presented by these advancements.