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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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Ghost Touchpoints and the Visible Intent Layer: Exposing invisible automation in a service blueprintBrigitte Kovács, Daniela Otalvaro, Janelle Leung, Kristel TanTouchpoint - From AI to Synthetic Services 17 No. 1 (2026)https://doi.org/10.30819/touchpoint.17-1.17 pp: 88-95 2026-04-20 |
Kovács, B., & Otalvaro, D., & Leung, J., & Tan, K. (2026). Ghost Touchpoints and the Visible Intent Layer: Exposing invisible automation in a service blueprint. Touchpoint - From AI to Synthetic Services, 17 (1), 88-95. doi:10.30819/touchpoint.17-1.17
@article{Kovács_2026,
doi = {10.30819/touchpoint.17-1.17},
url = {https://doi.org/10.30819/touchpoint.17-1.17},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {1},
pages = {88-95},
author = {Brigitte Kovács, Daniela Otalvaro, Janelle Leung, Kristel Tan},
title = {Ghost Touchpoints and the Visible Intent Layer: Exposing invisible automation in a service blueprint},
journal = {Touchpoint - From AI to Synthetic Services}
}
url = {https://doi.org/10.30819/touchpoint.17-1.17},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {1},
pages = {88-95},
author = {Brigitte Kovács, Daniela Otalvaro, Janelle Leung, Kristel Tan},
title = {Ghost Touchpoints and the Visible Intent Layer: Exposing invisible automation in a service blueprint},
journal = {Touchpoint - From AI to Synthetic Services}
Abstract
The paradox of modern services is that they have never felt more straightforward; yet, they have never been less transparent. As these systems grow more sophisticated, their inner workings become harder to see, making it dificult for people to understand how they are being shaped.
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