Building on conceptual advances in service analytics and the integration of Artificial Intelligence (AI) within library ecosystems, this paper proposes an empirical study that examines the relationship between service analytics and AI usage in libraries, considering this relationship as a defining factor in the evolution of libraries as service systems empowered by emerging AI technologies. Grounded in the theoretical frameworks of Service-Dominant Logic and Service Science, the research explores the role of AI-enabled solutions in facilitating value co-creation through accessible, inclusive and user-centered cultural services. Additionally, the research analyses stakeholder perceptions within the Horizon Europe SHIFT project (Metamorphosis of cultural Heritage Into augmented hypermedia assets for enhanced accessibility and inclusion). The proposed analytical framework is multidimensional, structured around four key dimensions (curation, accessibility, inclusion and digital storytelling) and leverages data collected from professionals working in libraries, museums and related cultural heritage organizations. This paper argues that a systemic transition towards data-driven and AI-enabled services is under way, leading to improved information discoverability, the development of adaptive interfaces and enhanced user engagement through narrativebased digital mediation. The main findings indicate that AI-assisted platforms function as integrative mechanisms that complement traditional collection management and information retrieval infrastructures, enabling personalized services, contextualized access, and continuous service innovation. In this context, the paper provides a coherent service ecosystem perspective by linking service analytics with AI, thereby supporting the evolution of cultural heritage institutions towards resilient, inclusive and scalable service systems, with practical relevance for both theoretical advancement and the design of next-generation digital cultural services.