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

Authors

Bojue Xu, University of Nottingham Ningbo ChinaFollow
Xiaofei Song, University of Nottingham Ningbo ChinaFollow
Zhao Cai, Nottingham University Business School, University of Nottingham Ningbo ChinaFollow
Alain Yee-Loong Chong Professor, University of NottinghamFollow
Eric Lim, UNSW SydneyFollow
Chee-Wee Tan, Copenhagen Business SchoolFollow
Jie Yu, Nottingham Business SchoolFollow

Abstract

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.

Recommended Citation

Xu, Bojue; Song, Xiaofei; Cai, Zhao; Chong, Alain Yee-Loong Professor; Lim, Eric; Tan, Chee-Wee; and Yu, Jie, "Artificial Intelligence or Augmented Intelligence: A Case Study of Human-AI Collaboration in Operational Decision Making" (2020). PACIS 2020 Proceedings. 147.
https://aisel.aisnet.org/pacis2020/147