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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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The AI Pace Problem : Repositioning the service blueprintSuneet KumarTouchpoint - Emerging Service Design 17 No. 2 (2026)https://doi.org/10.30819/touchpoint.17-2.13 pp: 64-69 2026-06-18 |
Kumar, S. (2026). The AI Pace Problem : Repositioning the service blueprint. Touchpoint - Emerging Service Design, 17 (2), 64-69. doi:10.30819/touchpoint.17-2.13
@article{Kumar_2026,
doi = {10.30819/touchpoint.17-2.13},
url = {https://doi.org/10.30819/touchpoint.17-2.13},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {64-69},
author = {Suneet Kumar},
title = {The AI Pace Problem : Repositioning the service blueprint},
journal = {Touchpoint - Emerging Service Design}
}
url = {https://doi.org/10.30819/touchpoint.17-2.13},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {64-69},
author = {Suneet Kumar},
title = {The AI Pace Problem : Repositioning the service blueprint},
journal = {Touchpoint - Emerging Service Design}
Abstract
In a time-constrained, live project, AI was used as a shortcut to generate a service blueprint – but it was riddled with hallucinations and impossible to own or defend. This article argues that the role of the document must change: from knowledge accumulator to ‘contextual container’ that directs AI rather than receiving it.
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