Artificial Intelligence in Professional Services: A Systematic Review and Foundational Baseline for Future Research

Carl Bezuidenhout, Roba Abbas (), Michael Mehmet () and Troy Heffernan ()
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Carl Bezuidenhout: School of Business, Faculty of Business and Law, University of Wollongong, Northfields Ave Wollongong, NSW 2522, Australia
Roba Abbas: School of Business, Faculty of Business and Law, University of Wollongong, Northfields Ave Wollongong, NSW 2522, Australia
Michael Mehmet: School of Business, Faculty of Business and Law, University of Wollongong, Northfields Ave Wollongong, NSW 2522, Australia
Troy Heffernan: School of Business, Faculty of Business and Law, University of Wollongong, Northfields Ave Wollongong, NSW 2522, Australia

Journal of Information & Knowledge Management (JIKM), 2025, vol. 24, issue 02, 1-52

Abstract: Purpose: The growing body of literature on Professional Services Firms (PSFs) using Artificial Intelligence (AI) offers valuable insights, yet a synthesised, systematic examination of this literature is lacking. This paper addresses this research gap by synthesising the literature at the intersection of AI and regulated PSFs, unveiling key issues, and proposing a research agenda for future studies. Design/Methodology/Approach: Through a systematic literature review conducted in January 2023, we evaluated 612 articles and analysed 75 academic papers in detail, originally published over 34 years between 1988 and 2022. This temporal boundary offers a stable benchmark for future comparative studies, providing context for understanding the impact of even newer and emerging technologies. Findings: Our findings reveal that the use of AI within PSFs has a profound impact, far beyond the initial economic or efficiency gains expected. We uncover five dominant themes within the literature, which include the motivations for using AI, challenges and limitations of AI, human-AI interaction, increasing ethical considerations, and the strategic implications for PSFs. Originality/Value: This paper offers a synthesised, systematic examination of AI in regulated PSFs, which is notably absent in the literature. We present a visual summary of the themes and overall findings, illustrating the complex interplay of AI within PSFs. We propose a research agenda of future research opportunities emerging from the research.

Keywords: Professional Services Firms (PSFs); Artificial Intelligence (AI); Systematic Literature Review (SLR) (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1142/S0219649225500091

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