Smart Consulting Services: Definition, Archetypes, Suitability, and Conceptual Design
摘要
Digital transformation is reshaping industries, including business consulting, where traditional face-to-face consulting remains dominant despite increasing digitalization. While some consulting firms offer digital consulting services via platforms, the potential for automation, AI, and self-service solutions—such as smart consulting services (SCS)—remains largely untapped. SCS leverage artificial intelligence to provide data-driven, user-centered consulting solutions, ranging from chatbots to automated decision-making systems. However, existing body of knowledge of smart consulting services and their implementation in the consulting sector (e.g., taxonomies of smart services, smart consulting suitability assessments) is still in its infancy. Especially the unique characteristics of consulting are not fully captured. Therefore, this study aims to develop a taxonomy for SCS, enabling consulting firms to identify relevant dimensions, derive SCS archetypes, and assess their applicability. Using Design Science Research (DSR), we conduct a literature review and analyze existing taxonomies to design a structured framework for SCS implementation. The findings provide a practical tool for consultancies to expand their service portfolios through digital solutions, bridging the gap between traditional and technology-driven consulting models.