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Scenarios Engineering for Services Science:

Towards Trustworthy and Reliable Service Systems with New AI

Xuan Li, Fei-Yue Wang

Springer Nature, 2026

    The rapid advancement of Artificial Intelligence (AI), deep learning, and Large Language Models (LLMs) is transforming Services Science from human-centered design to intelligent, autonomous systems. This book introduces Scenarios Engineering for Services Science (SESS), a novel framework that constructs service intelligence through structured scenarios rather than ad hoc models or intuition.

    SESS integrates scenario modeling with key mechanisms—Intelligence & Indexing, Calibration & Certification, and Verification & Validation—under the ACP paradigm (Artificial Societies, Computational Experiments, and Parallel Execution), enabling service systems to become measurable, reliable, and trustworthy. It further proposes Parallel Service Systems and a “6S” vision: Safe, Secure, Sustainable, Sensitive, Service for All, and Smartness of All.

    Looking ahead, future service systems will operate across Autonomous, Parallel, and Expert/Emergency modes, forming a scalable and resilient architecture for intelligent services.

    This book offers a foundational step toward building trustworthy, scenario-driven service intelligence in the era of new AI.