A STUDY ON THE IMPACT OF ARTIFICIAL INTELLIGENCE (AI) ON THE EMPLOYEE ROLES IN SERVICE INDUSTRY: TRANSFORMATIONS, CHALLENGES, AND OPPORTUNITIES

The rapid advancement and implementation of Artificial Intelligence (AI) technologies have revolutionized various sectors, including the service industry. This study examines the significant impact of AI on employee roles within the service sector, focusing on how it transforms job functions, organizational dynamics, and the skill sets required for the future workforce. By highlighting the positive opportunities that AI presents—such as operational efficiency, improved customer service, and the creation of new roles—the research also addresses the challenges that arise, including potential job displacement, ethical concerns, and the necessity for continuous reskilling. The study identifies key areas where AI-driven automation is reshaping traditional service roles, allowing employees to move from repetitive tasks to more strategic, creative, and interpersonal functions. The paper emphasizes the dual nature of AI's influence on employment, underscoring the importance of aligning technological advancements with employee welfare and career development. Additionally, this study offers insights into how organizations can harness AI to foster innovation, enhance decision-making, and create an environment that supports both technological growth and workforce empowerment. The findings provide actionable recommendations for businesses, policymakers, and educational institutions to effectively prepare for the future of work in an AI-powered service industry.