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

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

doi:10125/79355

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

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

Department of Digitalization

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

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Abstract

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).

Original language	English
Title of host publication	Proceedings of the 55th Hawaii International Conference on System Sciences
Editors	Tung Bui
Number of pages	10
Place of Publication	Honolulu
Publisher	Hawaii International Conference on System Sciences (HICSS)
Publication date	2022
Pages	206-215
ISBN (Electronic)	9780998133157
DOIs	https://doi.org/10125/79355
Publication status	Published - 2022
Event	The 55th Hawaii International Conference on System Sciences : HISS 2022 - Wailea, United States Duration: 3 Jan 2022 → 6 Jan 2022 Conference number: 55 https://hicss.hawaii.edu/

Conference

Conference	The 55th Hawaii International Conference on System Sciences
Number	55
Country/Territory	United States
City	Wailea
Period	03/01/2022 → 06/01/2022
Internet address	https://hicss.hawaii.edu/

Series	Proceedings of the Annual Hawaii International Conference on System Sciences
ISSN	1060-3425

Keywords

Applications of human-ai collaboration: insights from theory and practice
Artificial intellegence
Argumentation
Automation
Case study
Coordination

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anika_schroder_et_al_human-AI_collaboration_coordinating_automation_and_augmentation_publishersversionFinal published version, 390 KBLicence: CC BY-NC-ND

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Cite this

Schröder, Anika ; Constantiou, Ioanna ; Tuunainen, Virpi Kristina et al. / Human-AI Collaboration : Coordinating Automation and Augmentation Tasks in a Digital Service Company. Proceedings of the 55th Hawaii International Conference on System Sciences. editor / Tung Bui. Honolulu : Hawaii International Conference on System Sciences (HICSS), 2022. pp. 206-215 (Proceedings of the Annual Hawaii International Conference on System Sciences).

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title = "Human-AI Collaboration: Coordinating Automation and Augmentation Tasks in a Digital Service Company",

abstract = " 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{\textquoteright}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).",

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editor = "Tung Bui",

booktitle = "Proceedings of the 55th Hawaii International Conference on System Sciences",

address = "United States",

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Schröder, A, Constantiou, I, Tuunainen, VK & Austin, RD 2022, Human-AI Collaboration: Coordinating Automation and Augmentation Tasks in a Digital Service Company. in T Bui (ed.), Proceedings of the 55th Hawaii International Conference on System Sciences. Hawaii International Conference on System Sciences (HICSS), Honolulu, Proceedings of the Annual Hawaii International Conference on System Sciences, pp. 206-215, The 55th Hawaii International Conference on System Sciences , Wailea, Hawaii, United States, 03/01/2022. https://doi.org/10125/79355

Human-AI Collaboration: Coordinating Automation and Augmentation Tasks in a Digital Service Company. / Schröder, Anika; Constantiou, Ioanna; Tuunainen, Virpi Kristina et al.
Proceedings of the 55th Hawaii International Conference on System Sciences. ed. / Tung Bui. Honolulu: Hawaii International Conference on System Sciences (HICSS), 2022. p. 206-215 (Proceedings of the Annual Hawaii International Conference on System Sciences).

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

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Schröder A, Constantiou I, Tuunainen VK, Austin RD. Human-AI Collaboration: Coordinating Automation and Augmentation Tasks in a Digital Service Company. In Bui T, editor, Proceedings of the 55th Hawaii International Conference on System Sciences. Honolulu: Hawaii International Conference on System Sciences (HICSS). 2022. p. 206-215. (Proceedings of the Annual Hawaii International Conference on System Sciences). doi: 10125/79355