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.
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.
When commenting on articles, please be friendly, welcoming, respectful and abide by the AIS eLibrary Discussion Thread Code of Conduct posted here.