SOTA Analysis of Triple Transition and Creativity Potentials in the Non-Touristic Services Sector

Non-touristic services are essential to everyday life in Europe, yet their increasing dependence on digital infrastructures and AI-enabled systems raises critical questions of inclusion, trust, governance and resilience. While digital transformation is widely discussed, less attention has been paid to how AI reshapes the design and societal role of non-touristic services across interconnected public, private and third-sector ecosystems. This State of the Art examines the digital transformation of non-touristic services, focusing on AI as an enabler of creativity in service implementation and scalability. Its scope includes public administration, health and care, education, welfare, finance, utilities, housing, communications, justice and community services, analysed through the lens of Europe’s triple transition. The analysis shows that AI can accelerate service innovation by lowering the cost of exploration and operational experimentation, while supporting both front-office and back-office functions. At the same time, AI introduces risks related to bias, opacity, behavioural influence, security vulnerabilities and dependence on complex global infrastructures. The report also highlights how platformisation and algorithmic mediation may affect social relations and cultural dynamics. The contribution of this work is to frame AI-enabled service transformation as a matter of responsible governance and competence development, providing implications for education in terms of master programmes and micro-credentials within the AI-SECRETT project.