Human-AI Collaboration: Coordinating Automation and Augmentation Tasks in a Digital Service Company

Anika Schröder, Ioanna Constantiou, Virpi Kristina Tuunainen, Robert D. Austin

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Abstrakt

Organizations are increasingly turning to artificial intelligence (AI) to support service development and delivery. Both AI and human action need to be organized and coordinated. Recently, the automation-augmentation paradox has been discussed in literature. Automation implies that machines take over a human task, whereas with augmentation humans and machines collaborate closely to perform different tasks. In this paper, we investigate how the collaboration between humans and AI unfolds in different organizational coordination mechanisms. Using Mintzberg’s coordination mechanism (1989), we analyzed the division of labor between human and AI in a case company offering personalized recipes of vegetarian dishes. Our findings suggest that certain primary coordination mechanisms (direct supervision and standardization of norms) need to be in place for the AI to perform properly. We find that AI can take control over service scaling and service personalization (augmentation), whereas humans are in control of service improvement (automation).
OriginalsprogEngelsk
TitelProceedings of the 55th Hawaii International Conference on System Sciences
Antal sider10
UdgivelsesstedHonolulu
ForlagHawaii International Conference on System Sciences (HICSS)
Publikationsdato2022
ISBN (Elektronisk)9780998133157
DOI
StatusUdgivet - 2022
BegivenhedThe 55th Hawaii International Conference on System Sciences : HISS 2022 - Wailea, USA
Varighed: 3 jan. 20226 jan. 2022
Konferencens nummer: 55
https://hicss.hawaii.edu/

Konference

KonferenceThe 55th Hawaii International Conference on System Sciences
Nummer55
Land/OmrådeUSA
ByWailea
Periode03/01/202206/01/2022
Internetadresse
NavnProceedings of the Annual Hawaii International Conference on System Sciences
ISSN1060-3425

Emneord

  • Applications of human-AI collaboration: insights from theory and practice
  • Artificial intellegence
  • Augmentation
  • Automation
  • Case study
  • Coordination

Citationsformater