AI Upskilling and Digital Twins: A Service Science Perspective on the Industry 4.0 to Industry 5.0 Shift

To create a more sustainable built-infrastructure for business and society, the shift from industry 4.0 to industry 5.0 broadens beyond primarily technology and economic goals to heighten the priority of lagging environmental and social goals. The industry 5.0 challenge is to take language and communications to a whole new level in human society. Because of the desire to achieve win-win outcomes where possible, the shift to industry 5.0 connects to concerns of the service science community, including: (1) the foundational insight that service system entities exist at multiple scales, and (2) the challenge that local optimization rarely leads to global optimization of systems with goals in an ecology of multi-scale actors that depend on the give and get of service. AI capabilities for service providers (and all stakeholders are service providers) may help to achieve the needed industry 5.0 stakeholder integration (STI). Explorations of service in the AI era from science, logic, and architecture perspectives suggest that AI upskilling and digital twins may be the key as (1) humanity adjusts to increasing AI technological capabilities, including building better models of each other, and (2) with better models of stakeholders, the opportunity to learn to invest more wisely and systematically in improving win-win interaction and change.