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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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 languageEnglish
Title of host publicationProceedings of the 55th Hawaii International Conference on System Sciences
EditorsTung Bui
Number of pages10
Place of PublicationHonolulu
PublisherHawaii International Conference on System Sciences (HICSS)
Publication date2022
ISBN (Electronic)9780998133157
Publication statusPublished - 2022
EventThe 55th Hawaii International Conference on System Sciences : HISS 2022 - Wailea, United States
Duration: 3 Jan 20226 Jan 2022
Conference number: 55


ConferenceThe 55th Hawaii International Conference on System Sciences
Country/TerritoryUnited States
Internet address
SeriesProceedings of the Annual Hawaii International Conference on System Sciences


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

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