As AI becomes embedded in service operations, the challenge is no longer the technology — it's how people trust it, adopt it, and reshape their roles alongside it. This interactive workshop explores what human-centred AI truly means in service environments, where judgment, relationships, and accountability still matter deeply. Nadine Hessel, Global Director, Service Operations for FläktGroup combines her expertise as a service leader with her PhD research on human–AI collaboration in service work and focuses on how employees experience working with AI in daily practice. Participants will examine common workforce challenges that emerge when AI enters service workflows, including scepticism, fear of replacement, unclear roles, and over- or under-reliance on algorithms. Through real-world scenarios, group discussion, and guided reflection, this session creates space to share experiences, surface challenges, and jointly explore what human-centred AI can look like in practice.

• Identify and overcome trust, adoption, and role-clarity barriers that slow down the effective use of AI in service environments
• Understand what "human-centred AI" means from a workforce perspective
• Clarify and actively shape the division of labour between humans and AI, ensuring accountability, transparency, and better service outcomes
• Diagnose where AI introductions commonly break down in service work and understand approaches to avoid resistance, rework, and value leakage