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

Anika Schroder; Ioanna Constantinou; Virpi Kristiina Tuunainen; Robert D. Austin

doi:10125/79355

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

Anika Schroder, Ioanna Constantinou, Virpi Kristiina Tuunainen, Robert D. Austin

Department of Information and Service Economy

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › 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
Number of pages	10
ISBN (Electronic)	978-0-9981331-5-7
DOIs	https://doi.org/10125/79355
Publication status	Published - 2022
MoE publication type	A4 Article in a conference publication
Event	Annual Hawaii International Conference on System Sciences - Manoa, United States Duration: 4 Jan 2022 → 7 Jan 2022 Conference number: 55

Publication series

Name	Proceedings of the Annual Hawaii International Conference on System Sciences
ISSN (Print)	1530-1605
ISSN (Electronic)	2572-6862

Conference

Conference	Annual Hawaii International Conference on System Sciences
Abbreviated title	HICSS
Country/Territory	United States
City	Manoa
Period	04/01/2022 → 07/01/2022

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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",

author = "Anika Schroder and Ioanna Constantinou and Tuunainen, {Virpi Kristiina} and Austin, {Robert D.}",

year = "2022",

doi = "10125/79355",

language = "English",

series = "Proceedings of the Annual Hawaii International Conference on System Sciences",

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

note = "Annual Hawaii International Conference on System Sciences, HICSS ; Conference date: 04-01-2022 Through 07-01-2022",

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Schroder, A, Constantinou, I, Tuunainen, VK & Austin, RD 2022, Human-AI Collaboration: Coordinating Automation and Augmentation Tasks in a Digital Service Company. in Proceedings of the 55th Hawaii International Conference on System Sciences. Proceedings of the Annual Hawaii International Conference on System Sciences, Annual Hawaii International Conference on System Sciences, Manoa, Hawaii, United States, 04/01/2022. https://doi.org/10125/79355

Human-AI Collaboration: Coordinating Automation and Augmentation Tasks in a Digital Service Company. / Schroder, Anika; Constantinou, Ioanna; Tuunainen, Virpi Kristiina et al.

Proceedings of the 55th Hawaii International Conference on System Sciences. 2022. (Proceedings of the Annual Hawaii International Conference on System Sciences).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

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T1 - Human-AI Collaboration: Coordinating Automation and Augmentation Tasks in a Digital Service Company

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AB - 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

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

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