Artificial Intelligence or Augmented Intelligence: A Case Study of Human-AI Collaboration in Operational Decision Making

Bojue Xu, Zhao Cai, Eric T.K. Lim, Xiaofei Song, Alain Chong, Chee Wee Tan, Jie Yu

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


Leveraging artificial intelligence (AI) in operational decision-making process has been a pervasive trend among many organizations. However, the current AI-based decision support systems still face challenges on accuracy and efficiency of operational decision making due to a lack of human-AI collaboration. To provide a proactive and pragmatic view of humans' and AI's roles, this study constructs a multi-dimensional analytical framework to investigate human-AI collaboration for different activities during operational decision making. By applying the framework in a case of an order dispatching system, we discover that human-AI collaboration modes can be delineated into complementarity, substitutability, and modularity. We posit that operational decision making can be vastly improved by scrupulously designed system with appropriate human-AI collaboration modes. This study also validates the idea of intelligence augmentation which emphasizes that AI plays an assistive role in enhancing and extending human capabilities to deliver better decisions.

Original languageEnglish
Title of host publicationPACIS 2020 Proceedings
EditorsDoug Vogel, Kathy Ning Shen, Pan Shan Ling
Place of PublicationAtlanta, GA
PublisherAssociation for Information Systems. AIS Electronic Library (AISeL)
Publication date2020
Article number147
ISBN (Electronic)9781733632539
Publication statusPublished - 2020
Event24th Pacific Asia Conference on Information Systems: Information Systems (IS) for the Future, PACIS 2020 - Dubai, United Arab Emirates
Duration: 20 Jun 202024 Jun 2020
Conference number: 24


Conference24th Pacific Asia Conference on Information Systems: Information Systems (IS) for the Future, PACIS 2020
Country/TerritoryUnited Arab Emirates
Internet address


  • Artificial Intelligence (AI)
  • Augmented Intelligence
  • Case Study
  • Human-AI Collaboration
  • Operational Decision Making

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