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

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

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-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 languageEnglish
Title of host publicationProceedings of the 55th Hawaii International Conference on System Sciences
Number of pages10
ISBN (Electronic)978-0-9981331-5-7
DOIs
Publication statusPublished - 2022
MoE publication typeA4 Article in a conference publication
EventAnnual Hawaii International Conference on System Sciences - Manoa, United States
Duration: 4 Jan 20227 Jan 2022
Conference number: 55

Publication series

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

Conference

ConferenceAnnual Hawaii International Conference on System Sciences
Abbreviated titleHICSS
Country/TerritoryUnited States
CityManoa
Period04/01/202207/01/2022

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