This article examines the impact of artificial intelligence and automation on service quality in the context of global digital transformation. The study analyzes how AI technologies improve service efficiency, personalization, customer satisfaction, and decision-making processes across various sectors such as banking, healthcare, education, and public services. Based on recent empirical studies, international reports from OECD and McKinsey, and regulatory frameworks such as the EU Artificial Intelligence Act, the research highlights both the benefits and challenges of AI integration.

artificial intelligence, automation, service quality, digital transformation, customer satisfaction, machine learning, service efficiency, OECD, McKinsey, EU AI Act

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