Future Trends in ICT and E-Services Through Advanced Assessment Metrics: Harnessing the Power of AI

Introduction

Artificial Intelligence (AI) is revolutionizing ICT and e-Services by enabling automation, data analysis, and decision-making. It simulates human intelligence processes, transforming the way digital services are delivered. This chapter examines AI's impact on ICT and e-Services, its evolution, applications, and future trends, examining its evolution, applications, and implications. AI is crucial in ICT and e-Services, enabling organizations to optimize operations, streamline processes, and provide personalized experiences. It is used for tasks like network optimization, resource allocation, predictive maintenance, and anomaly detection. Telecom companies can improve network efficiency, minimize downtime, and enhance service quality, ensuring a seamless user experience. AI is revolutionizing e-Services by providing tailored recommendations, personalized assistance, and predictive insights (Stegaru et al., 2015).

E-commerce platforms use AI-powered engines to analyze user behavior and preferences, enhancing the shopping experience. AI chatbots are also being deployed to provide instant customer support, enhancing satisfaction and retention. This chapter provides an in-depth analysis of AI's impact on ICT and e-Services, examining its evolution, applications, challenges, and opportunities. It also delves into advanced assessment metrics for evaluating AI-driven services, focusing on user experience, security, and scalability, and highlights the importance of security in implementing AI-driven solutions. This analysis will showcase how organizations are using AI to improve digital services, drive innovation, and gain market competitiveness. It will also discuss future trends and innovations in AI in ICT and e-Services, offering insights and recommendations for organizations to effectively utilize AI's potential (Seri et al., 2014).

This chapter provides a comprehensive understanding of AI's transformative impact on ICT and e-Services, offering insights for practitioners, researchers, and policymakers. It examines AI's evolution, applications, and future trends in digital services, facilitating informed decision-making and strategic planning in the evolving digital landscape. Artificial Intelligence (AI) is a significant advancement in computing, enabling machines to mimic human cognitive functions like learning, reasoning, problem-solving, and decision-making (Reggi et al., 2014). It focuses on developing algorithms and systems that interpret data, recognize patterns, and adapt autonomously to achieve specific objectives. AI subfields include machine learning, natural language processing, computer vision, robotics, and expert systems. Machine Learning is a subset of AI that uses algorithms to learn from data iteratively and improve performance over time. Common approaches include supervised learning, unsupervised learning, and reinforcement learning for tasks like classification and decision-making. Natural Language Processing (NLP) enables computers to understand and generate human language, facilitating communication between humans and machines. NLP algorithms process and analyze text and speech data for tasks like sentiment analysis and voice recognition (Agarwal & Thakur, 2019).

Computer Vision is a technology that enables computers to interpret and analyze visual information, similar to human vision. It uses techniques like image recognition, object detection, and segmentation to identify objects, recognize faces, and understand spatial relationships. Robotics, on the other hand, combines AI technologies with mechanical systems to create intelligent machines capable of autonomous tasks, enabling applications in manufacturing, healthcare, agriculture, and more. Expert Systems use knowledge representation and reasoning techniques to model human expertise in specific domains, enabling computers to make decisions and solve problems (Afacan & Arifoğlu, 2015). They are essential in fields like healthcare diagnosis, financial analysis, and engineering design. AI is a transformative force driving innovation, automation, and efficiency in various industries. As AI technologies advance, their integration into diverse applications and services could revolutionize work, communication, and interaction with technology, paving the way for a future powered by intelligent systems (Ronchi, 2019).