PACIS 2020 Proceedings


The rapidly increasing amount of data available in society and business drives the development of Artificial Intelligence (AI). As the number of AI-based services is increasing, customers delegate intimate and relevant decisions to AI. However, current literature lacks understanding of what patterns of decision-making processes with AI involved exist, and it remains unclear how to structure and classify AI-based services accordingly. Therefore, we present and evaluate a set of seven patterns of decision-making processes with AI involved. Building on decision-making theory as justificatory knowledge, we focus on the business-to-customer context to provide a novel perspective on the interactions of customers with AI. We apply the patterns to real-world examples of companies offering AI-based services. Our work contributes to the descriptive knowledge of AI and decision-making theory providing a foundation for future research and supporting practitioners in designing AI-based services.



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