Date of Publication :5th April 2026

Abstract: The paper examined the relationship between augmented intelligence and service quality in the workplace using dimensions such as: big data analytics, internet of things, cyber-physical system and how it influence service quality in the workplace. The paper reviewed theoretical, conceptual, and the empirical literature of the predictor variables: augmented intelligence with the dimension and the criterion variable: service quality. The paper highlighted and extensively discussed issues related to big data analytics, internet of things, cyber-physical system; the critiques of the existing literature relevant to the predictor and criterion variables and the gaps in literature were also reviewed. The literature reviewed finds out that augmented intelligence have several dimensions which are overlapping and were re-categorized based on their objectives and characteristics. The literature revealed that augmented intelligence dimensions identified in the literature has potential influence on service quality in the workplace. It is concludes that augmented intelligence improves workplace reliability for millions of clients and employees by providing number of transfer of service checking, system failure prediction, emergency alarm systems, fraud detection, phishing website detection, risk assessment, employees loyalty evaluation and intelligence systems by reducing the employee workload. The paper concludes that augmented intelligence is statistically relevant to service quality: tangibility, assurance, reliability, and responsiveness. The research findings revealed that the demand for augmented intelligence in the workplace is equally essential for the staff; thus, it recommended that there should be an optimal balance between virtual and human agents based on the staff requirements and preferences. The study recommends that further empirical research on augmented intelligence and service quality should be conducted in the Rivers State Police Command, Nigeria for the purpose of data collection and analysis in order to test the hypotheses developed in this study.

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