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People’s Interactions with Cognitive Assistants for Enhanced Performances
Abstract
When cognitive computing enabled smart computers are growing in our daily lives, there are not many studies that explain how people interact and utilize these solutions, and the impact of these smart machines to people’s performance to do things. In this paper, a theoretical framework for boosting people’s performance using cognitive assistants (CAs) was developed and explained using the data analysis from 15 interviews. The results show that people interaction with CAs enhance their levels of cognition and intelligence that help them to enhance their capabilities. Enhanced capabilities help people to enhance their performance.
... The AI as a Tool (Houston & Walsh, 1996;Siddike et al., 2018) framework focuses on the technical nature of the operations which the machine is carrying out, and the powerful nature of the tool as something other and separate from humans. In this view, the lack of general intelligence makes AI technologies nothing more than a tool to produce an outcome. ...
... Another framework seeks to differentiate ways of thinking about AI based on their cognitive assistant function. Siddike et al. (2018) developed a continuum of roles for cognitive assistants that range from tools to assistant to collaborator to coach to mediator (see Table 1). Babic et al. (2020) conceptualized a continuum of roles for AI that range from assistant to monitor to coach to teammate. ...
... Babic et al. (2020) conceptualized a continuum of roles for AI that range from assistant to monitor to coach to teammate. We combine the frameworks of Siddike et al. (2018) and Babic et al. (2020) to illustrate how AI roles can be applied to business communication (see Table 1). While this table shows an indicative range of categorizations, these roles and applications are far from comprehensive. ...
The rapid, widespread implementation of artificial intelligence technologies in workplaces has implications for business communication. In this article, the authors describe current capabilities, challenges, and concepts related to the adoption and use of artificial intelligence (AI) technologies in business communication. Understanding the abilities and inabilities of AI technologies is critical to using these technologies ethically. The authors offer a proposed research agenda for researchers in business communication concerning topics of implementation, lexicography and grammar, collaboration, design, trust, bias, managerial concerns, tool assessment, and demographics. The authors conclude with some ideas regarding how to teach about AI in the business communication classroom.
... New functions and tools have emerged that are essential for computer-aided processing of spoken natural language. Conversational user interfaces (CUIs) caused a paradigm shift in the human-to-computer interaction (Hoy, 2018;Këpuska & Bohouta, 2018;Siddike et al., 2018). ...
... Particularly intensive work was done on technologies to understand and process spoken language (Kinsella & Mutchle, 2019;Olson & Kemery, 2019;Siddike et al., 2018;SUMO Heavy Industries, 2019). have developed rapidly in recent years and they offer different development possibilities and features. ...
... More experienced users can utilize a CUI for a faster and more direct interaction (Huang et al., 2001). In addition, in comparison to a GUI the interaction with a CUI can be made more dynamic and flexible, adapting better to the cognitive abilities of the user (Siddike et al., 2018;Wolters et al., 2015). However, not every technology is equally suitable for every problem. ...
... Interaction refers to how easy it is to interact, talk, and communicate with AIVA [92]. Interactivity is the deciding factor in the adoption of AI technology [25,75]. ...
... The influence of interaction on continuance intention highlighted an interesting dynamic. Interaction has proven to be a cornerstone in fostering a deeper connection and loyalty toward technological systems, particularly in AI environments [37,63,69,92]. In this study, the ease of interaction with AIVA not only fostered continuance intention but also enhanced users' attitudes towards the technology. ...
The fourth industrial revolution has accelerated the development of artificial intelligence (AI). AI has permeated our lives by being installed as an assistant on smartphones. This study tries to pinpoint the critical factors influencing continued intention to use AI voice assistants. It provides a theoretical framework in which explanatory factors include attitude, interaction, novelty value, voice attractiveness, and discomfort. Data were gathered from 256 users of AI voice assistants. The partial least squares structural equation modeling (PLS-SEM) was used to empirically analyze the data. The findings reveal that attitude impacts continuance intention. Interaction significantly determines both continuance intention and attitude. Novelty value and voice attractiveness are the key factors in forming attitude. Discomfort was found to hurt continuance intention. The findings of this study might offer useful guidelines for future study and application of AI voice assistants.
... With respect to the impact stemming from the introduction of CAs in hospitals on clinicians' mental well-being, it turns out that the adoption primarily depends on trust, transparency, explainability, and usefulness of the system (Benke 2020;Debowski, Tavanapour, and Bittner 2022;Ekandjo, Cranefield, and Chiu 2021;Janssen, Grützner, and Breitner 2021;Lewandowski et al. 2021;Lockey et al. 2021;Reis et al. 2020a;Riefle and Benz 2021;Robb et al. 2019;Seeber et al. 2020a;Seeger, Pfeiffer, and Heinzl 2017;Siddike et al. 2018;. While clinicians will avoid the risk of losing time, they might consider CAs due to their potential to increase work-time efficiency (Benke 2020;Buschmeier and Kopp 2018). ...
... and Morana 2021;Gupta et al. 2022;Koman et al. 2020;Meyer von Wolff, Hobert, and Schumann 2021;Robb et al. 2019;Seeger, Pfeiffer, and Heinzl 2017;Siddike et al. 2018;Calisto et al. 2020), while simultaneously reducing the high complexity of medical data to increase efficiency of information management. CAs' ability to ...
An increasing number of clinicians (i.e., nurses and physicians) suffer from mental health-related issues like depression and burnout. These, in turn, stress communication, collaboration, and decision-making-areas in which Conversational Agents (CAs) have shown to be useful. Thus, in this work, we followed a mixed-method approach and systematically analysed the literature on factors affecting the well-being of clinicians and CAs' potential to improve said well-being by relieving support in communication, collaboration, and decision-making in hospitals. In this respect, we are guided by Brigham et al. (2018)'s model of factors influencing well-being. Based on an initial number of 840 articles, we further analysed 52 papers in more detail and identified the influences of CAs' fields of application on external and individual factors affecting clinicians' well-being. As our second method, we will conduct interviews with clinicians and experts on CAs to verify and extend these influencing factors.
... At present, one may already notice the availability of digital cognitive systems [46,47] which have evolved from simple information tools to digital clones of human advisers, consultants, and even mediators meant to augment human of intelligence, so that better capabilities and performances could be attained due to the collaboration between the humans and their digital decision-making 'partners' [47]. There are several companies that are already providing software products which deploy cognitive computing, such as: Vantage Point AI (in investment domain), Welltok (in healthcare), Spark Cognition (to support optimizing operations, preventing disasters and mitigating losses) [48]. ...
... At present, one may already notice the availability of digital cognitive systems [46,47] which have evolved from simple information tools to digital clones of human advisers, consultants, and even mediators meant to augment human of intelligence, so that better capabilities and performances could be attained due to the collaboration between the humans and their digital decision-making 'partners' [47]. There are several companies that are already providing software products which deploy cognitive computing, such as: Vantage Point AI (in investment domain), Welltok (in healthcare), Spark Cognition (to support optimizing operations, preventing disasters and mitigating losses) [48]. ...
Collaboration means that several entities such as humans, computers, robots, enterprises and so on jointly perform a certain task instead of working individually so that a good result could be obtained. Decision-making is a specific form of activity that is meant to eventually select a certain course of action which is expected to result in attaining a desired result by using the available. The chapter is meant to present a concise and balanced view of the basic concepts, methods, and main classes of supporting information and communication tools and systems regarding decision-making processes carried out by several collaborating agents called participants. The reasons for collaboration are briefly explained followed by an exposure of collaboration application in the multi-participant decision-making settings. Having presented the classification of decision problems and decision-making units, the main phases of a specific multi-participant form of Herbert Simon’s decision process model are described followed by the presentation of two main forms of close and soft collaboration, namely consensus building and crowdsourcing, respectively. The need for technology support offered to collaborating participants is justified and two main classes of decision supporting systems, namely Decision Support Systems and collaboration platforms, are addressed. Three practical examples are briefly presented to illustrate the collaborative activities in public sector institutions, manufacturing, and culture economy, respectively. Open questions about the further role the information and communication tools in decision-making processes are eventually formulated from two perspectives, digital humanism and dataism, respectively.
... The general human desire to maintain privacy and data ownership stems from the fear of losing autonomy and personal integrity, therefore people are mostly reluctant to trade privacy and control (Ehrari et al., 2020) unless the (2017) Cognitive assistants Decision support by combining data and circumstances; communication through speech or text Siddike et al. (2018) Conversational agents Combination of AI, machine learning, and NLP based on human communication, supporting interactions value they gain exceeds the risk they perceive to be taking. This gap between willingness to protect or share data can be mediated by trust. ...
... Generally, a PVA can improve human capabilities by enhancing intelligence and cognition and, in turn, also their performance (Siddike et al., 2018). However, these enhanced capabilities and performance are highly dependent on the success of the interaction between the PVA and its user, making it vital to research the factors that influence interaction. ...
Personal virtual assistants (PVAs) based on artificial intelligence are frequently used in private contexts but have yet to find their way into the workplace. Regardless of their potential value for organizations, the relentless implementation of PVAs at the workplace is likely to run into employee resistance. To understand what motivates such resistance, it is necessary to investigate the primary motivators of human behavior, namely emotions. This paper uncovers emotions related to organizational PVA use, primarily focusing on threat emotions. To achieve our goal, we conducted an in-depth qualitative study, collecting data from 45 employees in focus-group discussions and individual interviews. We identified and categorized emotions according to the framework for classifying emotions Beaudry and Pinsonneault (2010) designed. Our results show that loss emotions, such as dissatisfaction and frustration, as well as deterrence emotions, such as fear and worry, constitute valuable cornerstones for the boundaries of organizational PVA use.
... A digitális asszisztensek működési elve és felhasználásuk A digitális asszisztensek kombinálják a beszédfelismerést (speech recognition), a nyelvi megértést (language understanding), a párbeszédkezelést (dialogue management), a nyelvgenerálást (language generation) és a beszédszintézist (speech synthesis), hogy válaszoljanak a felhasználók részéről jövő lekérdezésekre, kérésekre és kérdésekre (Siddike et al. 2018). Működésüket tekintve a digitális asszisztensek hangfelismerő és természetes nyelvi feldolgozási algoritmusokat használnak: első lépésben a DA a beépített mikrofon által meghallgatják és rög-zítik a felhasználó parancsát (beszédfelismerés), ezt követően, interneten keresztül, a felvételt elküldik egy természetes nyelvfeldolgozó szervernek, ez a szerver pedig értelmezi a rögzített hangokat (nyelvi megértés) és megfelelő választ küld (szövegkimenetel) (Han-Yang 2018). ...
... Siddike és társai (2018) rámutattak arra, hogy a DA használata javítja az egyén (felhasználó) teljesítményét, vagyis azok a felhasználók, akik sikeres interakciókat bonyolítanak le a DA-val, fejleszthetik tudásukat és intelligenciájukat. Továbbá kimutatták azt is, hogy a DA sikerességének kulcsa a bizalomban (trust), titoktartásban (privacy), alaposságban (accuracy) és könnyű használatban (ease of use) rejlik (Siddike et al. 2018). ...
Our paper aims to inspect the adoption mechanisms of the artificial intelligence-based
digital assistants by their human users and to examine the relevant factors
affecting the adoption process. As a secondary goal, we aim to synthesize the
existing literature related to this phenomenon. We use five independent variables,
which are rooted in the UTAUT2 model, for examining their explaining power on
one dependent variable, namely the intention to use digital assistant technology. The
exogenous constructs are as follows: performance expectancy, effort expectancy,
social influence, facilitating conditions, and hedonic motivation. We conducted our
research on a sample of primarily university students (N=123). After the exploratory
data analysis, we used partial least squares structural equation modeling (PLSSEM)
to test our hypotheses. We concluded that performance expectancy, effort
expectancy, social influence, facilitating conditions, and hedonic motivation have
a significant effect on usage intention. These independent variables explain 69% of
the variance of the dependent variable.
... Learning from AIBSs and thereby enhancing the performance of employees should have a positive effect on the organisation: the technology should be an instrument to enhance people's performance. Interaction with AIBSs helps to boost performance at work (Siddike et al. 2018) and helps to overcome human limitations and enhance human abilities (Rouse et al. 2009). ...
... The same might be valid for Enhanced User Performance and Training. Previous research explains that AIBSs can boost performance at work (Siddike et al. 2018) and enhance human capabilities (Rouse et al. 2009). We argue that manager might perceive AIBSs as a suitable method to educate employees and train them faster for a certain task. ...
Information systems (IS) have been introduced in enterprises for decades to generate business value. Historically systems that are deeply integrated into business processes and not replaced remain vital assets, and thus become legacy IS (LISs). To secure the future success, enterprises invest in innovative technologies such as artificial intelligence-based services (AIBSs), enriching LISs and assisting employees in the execution of work-related tasks. This study develops design requirements from a managerial perspective by following a mixed-method approach. First, we conducted ten interviews to formulate requirements to design AIBSs. Second, we evaluated their business value using an online survey (N = 101). The results indicate that executives consider design requirements as relevant that create strategic advancements in the short term. With the help of our findings, researchers can better understand where further in-depth studies are needed to refine the requirements. Practitioners can learn how AIBSs generate business value when enriching LISs.
... There are already many computer-based cognitive systems. Siddike et al. (2018) list more than 20 currently available systems and analyze the functions provided by some of them such as: Apple Siri, IBM Watson, Google's Now, Brain, AlphaGo, Home, Assistant, Amazon's Alexa, Microsoft's Adam, Braina & Cortana, and Viv. The cited authors propose a theoretical framework for stimulating people's performance using cognitive assistants (CA). ...
... In Siddike et al. (2018), digital (computer-based) cognitive systems are viewed as the emerging decision support tools that enable humans to augment their capabilities and expertise through an improved understanding of the environment. The cited authors forecast that the digital cognitive systems can potentially progress even more from tools to cognitive assistants, collaborators to coaches, and mediators. ...
The paper is intended to describe the evolution of a particular class of information systems called DSS (Decision Support Systems) under the influence of several technologies. It starts with a description of several trends in automation. Decision-making concepts, including consensus building and crowdsourcing-based approaches, are presented afterwards. Then, basic aspects of DSS, which are meant to help the decision-maker to solve complex decision problems that count, are reviewed. Various DSS classifications are described from the perspective of specific criteria, such as: type of support, number of users, decision-maker type, and technological orientation. Several modern I&CT (Information and Communication Technologies) ever more utilized in DSS design are addressed next. Special attention is paid to Artificial Intelligence, including Cognitive Systems, Big Data Analytics, and Cloud and Mobile Computing. Several open problems, concerns and cautious views of scientists are revealed as well.
... The scale items were adapted from well-established scales. Items for accuracy, problem-solving ability, and brand image were taken from Yuan et al. [8], items for interactivity were taken from Siddike et al. [54], items for perceived usefulness were taken from Davis [55], items for perceived enjoyment were taken from Sweeney and Soutar [56] and Venkatesh [57] items for novelty from Prebensen and Xie [58], items for perceived privacy risk from Zhou [59], and finally items for brand loyalty from Jacoby et al. [60]. The items for each construct and their associated sources are given in Table 2. ...
AI virtual anchors are an emerging innovation that are gaining significant attention, as they hold promising applications across various fields. This study examines how users perceive live product selling by AI virtual anchors and its impact on brand image and brand loyalty. A two-stage PLS-SEM and ANN approach was employed to analyze data from a sample of 336 individuals in China who had experienced and utilized AI virtual anchors for purchases during branded live streaming sessions. The findings indicate that perceived usefulness, perceived enjoyment, and novelty positively impact brand image, with artificial neural network (ANN) analysis identifying brand image as the primary predictor. Furthermore, brand image acts as a mediator between these user perceptions and brand loyalty. These insights offer brand managers a strategic approach to utilize AI virtual anchors for fostering a positive brand image and building loyal customer bases. The study also contributes to the academic understanding of consumer behavior and brand management in the context of AI.
... However, they suggested that a major distinction between AI and other technologies is that people are likely to give AI various roles based on the cognitive abilities of AI. Grounding their work in roles proposed by other scholars (Babic et al., 2020;Siddike et al., 2018), Getchell et al. suggested the following roles were appropriate to consider for business communication: tool, assistant, monitor, coach, and teammate. As a tool, AI is primarily used for data retrieval, processing, and analysis. ...
The purpose of this research was to identify the comfort levels of professionals with AI in various humanlike roles. A survey of 787 full-time working adults showed that more active AI users are comfortable with AI in many humanlike roles, such as a teammate or a performance coach. Less active AI users, however, are uncomfortable with AI in these roles. Leaders, managers, and educators should prepare employees and students to responsibly address the social and psychological outcomes of increasingly humanlike AI.
... As a result, leaders and manager should understand principles for effective human-AI interaction and consciously explore potential roles of AI. Grounding their work on Siddike et al. (2018) and Babic et al. (2020), Getchell et al. (2022) built a framework of potential AI roles that could define the nature of AI-human collaboration. The role of AI in business communication can be as a tool, an assistant, a monitor, a coach, or a teammate. ...
Generative AI may significantly disrupt the teaching and practice of business communication. This study of 343 communication instructors revealed a collective view that AI-assisted writing will be widely adopted in the workplace and will require significant changes to instruction. Key perceived challenges include less critical thinking and authenticity in writing. Key perceived benefits include more efficiency and better idea generation in writing. Students will need to develop AI literacy—composed of application, authenticity, accountability, and agency—to succeed in the workplace. Recommendations are provided for instructors and administrators to ensure the benefits of AI-assisted writing can outweigh the challenges.
... The CA's characteristics are included in the agent dimension. These characteristics cover the agent's primary mode of communication, i.e., whether the agent is designed for interaction via text, speech, or both (Cho, 2019), as well as the agent's embodiment, which can be physical (e.g., service robots) (Stock & Merkle, 2018), virtual with an interactive avatar (Seymour et al., 2018), virtual with a static avatar (Wünderlich & Paluch, 2017) or non-existent (e.g., CA without visual embodiment) (Siddike et al., 2018). Additionally, CAs can display verbal cues (e.g., choice of words), human-identity cues (e.g., name), and non-verbal cues (e.g., response delay) (Seeger et al., 2018). ...
The increasing application of Conversational Agents (CAs) changes the way customers and businesses interact during a service encounter. For instance, chatbots are the first point of contact for many customers. In this context, prior research has shown that CAs implemented with a human-like design lead to improved service satisfaction, perceived service quality, and trustworthiness, among others. Developers have become accustomed to adopting a one-size-fits-all approach by designing CAs human-like. However, not every human-to-human service requires the same social and human-like interaction (e.g., contract cancelation vs. doctors' appointment), which has also been shown in current research. At present, existing research lacks a synthesis of the relationship between CA design and service encounter context. Against this background, we conducted a literature review and derive classifications based on the dimensions of service context (professional/private) and human-like design (low/high), which enables the identification of relevant research gaps and related literature.
... The research presents an avenue for the betterment of the holistic state of health, where it carefully explores the actors, identifies relationships among various emotional states, and uses AI-driven modeling to predict stress. To understand how different actors integrate and create knowledge, we must posit the role of AI that lets actors understand contextual situations (Siddike et al., 2018) and further co-create value (Čaić et al., 2018), helping in their decision-making process. ...
The presented doctoral thesis is titled “Augmenting Psychological Well-being using Artificial Intelligence: Reflections on Workplace Productivity”. It offers insight into how technology can be used to support psychological health. This study makes use of Healthcare IoT (IoMT) and Artificial Intelligence (A.I.) to fulfill the same. The study, with its interdisciplinary approach, focuses on the augmentation of psychosomatic health using A.I. and considers its impact on an individual to extend reflections on organizational performance. Health is an essential component of life. We take care of physical health, but mental health is usually taken for granted where it must be given the same care and importance. Psychosomatic health is nothing but a holistic reflection of both the physical and mental health of an individual. As per the pilot study, the root causes of the same are related to events relating to workplaces, finances, and relationships. As studies indicate, stress, anxiety, and depression are the signs of degrading mental health; considering service research priorities, the presented research empirically explores the impact of positive emotions on psychological well-being. Observing the complexity of neural constructs, Artificial Intelligence is deployed to be able to gain valuable insights. At the same time, keeping a managerial point of view in research reflects on co-created value in an organization achieved through a person’s well-being. Literature suggests that seeking therapy may be the only option while dealing with psychological issues, but it could be a time-consuming, expensive process with limited access to society. We do have technologies that have advanced over the last few decades but are mainly focused on supporting physical health. The presented study offers insight into how it can be used to support psychological health in the form of Machine Learning. The study reflects on EEG retrieved in the form of brain signals. Based on the adaption of research design termed as ‘Sequential Mixed Method,’ the study extends its application from the personal to a professional arena for enhancing workplace productivity. Research design includes experiments with predictive analytics and drives discussions using Qualitative and Quantitative data. Based on the information retrieved from the subjects - captured through a BCI and a survey questionnaire, a Machine Learning (ML) model was developed. In this study, we hypothesize that such treatment protocol can accelerate treatments by therapists for the betterment of Psychosomatic health. Not only that, but the use of the ML model can also offer greater scalability in reaching out to the masses for greater access. The well-being achieved can positively reflect on the individual. Through a comprehensive view, it would support a person in improving their personal and professional life. Ultimately given study suggests that the well-being achieved could further impact organizations, enhancing their overall performance as validated in the presented thesis. The contribution of this study was the interlinking of interdisciplinary domains such as Management - Technology and Healthcare. Also, this study uniquely utilized Data science due to the large size of the dataset that is collected in this study.
... The cognitive assistants are emerging decision support tools designed to augment human capabilities by providing contextual knowledge using dialogs and gestures. The evolution of these tools aims to enhance cognition and intelligence (Siddike et al., 2018), using collaborating forms to arrive at better performance in activities of interest. The cognitive agent serves the user, thereby creating sustainable value that benefits the agent's system-e.g., collecting data to refine its model-and the user-by servicing the activity of interest by proving cognition power. ...
Today, BIM technologies in collaborative practice are widespread among construction project stakeholders. However, embracing either distributed or collocated tasks in collaborative practices is a complex, challenging activity. Each team member (actor) views collaborative design problems from a different ‘lens’, framed by the realities of their disciplines, experiences, and levels of engagement on tasks. The effect is a practice prone to conflict generation and misunderstandings among actors. BIM technologies and teamwork should be configured to adapt to one another in practice dynamically. The configuration should enable the effective performance of distributed and collocated work tasks. The presented study investigates these configurations to reveal constitutive aspects of how work should be executed in practice. The study focuses on adapting technology and teamwork to reveal a more effective way of delivering distributed and collocated work tasks. To explore the research question, two components were developed: a theoretical framework and a technology conceptualization. The framework presents fundamental constitutive elements in the coordination process. It illustrates the key aspects that draw the configurations of technology and teamwork. The technology concept is a design to assist in the execution of the tasks for coordination activities. It addresses the constitutive aspects of coordination for BIM processes in practice. The technology concept, named BIMbot, is a cognitive assistant that informs and advises on activities, engages team members together in a task, and facilitates fundamental actions for shared understandings, physical support, and informed advice. This paper contributes to shedding light on the difficulties for team members to reach a shared understanding of knowledge when they use BIM technologies. It presents the first development of the design of technology that provides actionable information to coordinate activities.
... In the chapter, the presentation of collaborative decision-making has been restricted to the process consisting in the interactions among several human agents possibly supported be I&CT tools and systems. At present, one may already notice the availability of digital cognitive systems which have evolved from simple information tools to digital clones of human advisers, consultants, and even mediators meant to augment human intelligence so that better capabilities and performances could be attained [33]. At the same time, there are initiatives, research efforts, and reported results in AI domain aiming at making the artifacts ever more intelligent and even able to autonomously make decisions and act. ...
Collaboration means in substance that several entities such as humans, computers, robots, enterprises and so on jointly perform a certain task instead of working individually so that a better result could be obtained. Decision-making is a specific form of activity, commonly carried out by human agents, which is meant to eventually select a certain course of action which is expected to result in attaining a desired result. The chapter is meant to present a concise and balanced view of the basic concepts and main classes of supporting information and communication tools and systems regarding decision-making processes carried out by several collaborating human agents called participants. The reasons for collaboration are briefly explained followed by an exposure of collaboration application in the multi-participant decision-making settings. Having presented the classification of decision problems and decision-making units, the main phases of a specific multi-participant form of Herbert Simon’s decision process model are described followed by the presentation of two main forms of close and soft collaboration, namely consensus building and crowdsourcing, respectively. The need for technology support offered to collaborating participants is justified and two main classes of decision supporting systems, namely Decision support systems and the ever more largely used platforms, are addressed. A practical example of an open ended and evolving platform is presented. Open questions about the further role the information and communication tools in multi-participant decision-making processes are eventually formulated from two perspectives, digital humanism and dataism, respectively.
... In the chapter, the presentation of collaborative decision-making has been restricted to the process consisting in the interactions among several human agents possibly supported be I&CT tools and systems. At present, one may already notice the availability of digital cognitive systems which have evolved from simple information tools to digital clones of human advisers, consultants, and even mediators meant to augment human intelligence so that better capabilities and performances could be attained [33]. At the same time, there are initiatives, research efforts, and reported results in AI domain aiming at making the artifacts ever more intelligent and even able to autonomously make decisions and act. ...
Collaboration means in substance that several entities such as humans, computers, robots, enterprises and so on jointly perform a certain task instead of working individually so that a better result could be obtained. Decision-making is a specific form of activity, commonly carried out by human agents, which is meant to eventually select a certain course of action which is expected to result in attaining a desired result. The chapter is meant to present a concise and balanced view of the basic concepts and main classes of supporting information and communication tools and systems regarding decision-making processes carried out by several collaborating human agents called participants. The reasons for collaboration are briefly explained followed by an exposure of collaboration application in the multi-participant decision-making settings. Having presented the classification of decision problems and decision-making units, the main phases of a specific multi-participant form of Herbert Simon's decision process model are described followed by the presentation of two main forms of close and soft collaboration, namely consensus building and crowdsourcing, respectively. The need for technology support offered to collaborating participants is justified and two main classes of decision supporting systems, namely Decision support systems and the ever more largely used platforms, are addressed. A practical example of an open ended and evolving platform is presented. Open questions about the further role the information and communication tools in multi-participant decision-making processes are eventually formulated from two perspectives, digital humanism and dataism, respectively.
... There is literature from Austerjost et al. (2018), Taken Smith (2018, and Burbach et al. (2019) that explored how users interact with voice technology and which investigated the reasons for user adoption, acclimating to devices, phrases or words spoken and analyses of frequency of use and consideration of placement of the devices in homes. In the literature there are research studies from Sciuto et al. (2018), , Siddike et al. (2018) and Mclean and Osei-Frimpong (2019) that investigated 'conversational interactions' and explored how people interacted or used voice-enabled technology. From the literature, there was scant research available that investigated school students use of voice technology. ...
The aim of the study was to critically analyse teachers pedagogical approaches and how voice technology was used by students as a more knowledgeable other and the extent to which it affected students’ epistemic curiosity.
Using an exploratory ethnographic approach, Amazon’s Echo Dot voice technology was studied in lessons at Hillview School. Data was collected through participant observation, informal interviews and recordings of students’ interactions with ‘Alexa’. Students asked questions to Alexa in large numbers. Alexa was asked 87 questions during two lessons suggesting that Alexa was a digital more knowledgeable other. Types of questions asked to Alexa, such as ‘Can fish see water?’, were epistemic questions and suggestive of epistemic curiosity. Teachers used the Echo Dots infrequently and in a limited number of ways. Teachers relied upon a pedagogical approach and talk oriented around performance which overlooked students’ learning talk. The answer to why students might not be curious was not found. However, evidence to understand how and why they might appear not curious was revealed.
The study makes contributions to knowledge through the novel use of the Echo Dots to collect data and through a new data visualisation technique called ‘heatmaps’. The study contributes to knowledge by proposing three tentative notions that emerged inductively from the research: ‘performance-oriented talk’, ‘metricalisation’ and ‘regulativity’. The study aims to make a further contribution to knowledge by suggesting evidence of a ‘pedagogy of performance’. The study recommends ‘learning-oriented talk’ and development of Alexa ‘Skills’ as a way to disrupt the pedagogy of performance and as an area for further research.
... The computerbased party of the team, which is denoted in the sequel digital cognitive system to differentiate it from the human party is expected to continuously evolve with a view to diminish the effort of the human and improve his/her resilience when he/ she faces unexpected events and has to mitigate the losses or recover from unpleasant situations. Siddike and Spohrer (2018) identify several evolution phases or roles a digital cognitive system can play such as; a) tool (meant to provide the human with plenty of necessary data and information), b) assistant (designed to provide the requested knowledge), c) collaborator (that can understand a person's situation and help him/her to make decisions), d) coach (meant to provide the human part of the team with the wisdom necessary to recover), and e) trusted cognitive mediator (designed to enable smooth interactions and facilitate value co-creation). Also, a boss role cannot be overlooked (Fischhaber & Klassen, 2015;Helbing, 2019). ...
... We build on this emerging literature to analyze the role of cognitive assistantscomputers that help actors understand what is going on around them (Siddike et al., 2018) in the value co-creation (G€ uell et al., 2020). Recent studies on cognitive technology assume that they break knowledge boundaries, facilitating knowledge sharing and the generation of new knowledge among a wider network of actors Mele and Russo-Spena, 2019). ...
Purpose
How to improve healthcare for the ageing population is attracting academia attention. Emerging technologies (i.e. robots and intelligent agents) look relevant. This paper aims to analyze the role of cognitive assistants as boundary objects in value co-creation practices. We include the perceptions of the main actors – patients, (in)formal caregivers, healthcare professionals – for a fuller network perspective to understand the potential overlap between boundary work and value co-creation practices.
Design/methodology/approach
We adopted a grounded approach to gain a contextual understanding design to effectively interpret context and meanings related to human–robot interactions. The study context concerns 21 health solutions that had embedded the Watson cognitive platform and its adoption by the youngest cohort (50–64-year-olds) of the ageing population.
Findings
The cognitive assistant acts as a boundary object by bridging actors, resources and activities. It enacts the boundary work of actors (both ageing and professional, caregivers, families) consisting of four main actions (automated dialoguing, augmented sharing, connected learning and multilayered trusting) that elicit two ageing value co-creation practices: empowering ageing actors in medical care and engaging ageing actors in a healthy lifestyle.
Originality/value
We frame the role of cognitive assistants as boundary objects enabling the boundary work of ageing actors for value co-creation. A cognitive assistant is an “object of activity” that mediates in actors' boundary work by offering novel resource interfaces and widening resource access and resourceness. The boundary work of ageing actors lies in a smarter resource integration that yields broader applications for augmented agency.
... The computerbased party of the team, which is denoted in the sequel digital cognitive system to differentiate it from the human party is expected to continuously evolve with a view to diminish the effort of the human and improve his/her resilience when he/ she faces unexpected events and has to mitigate the losses or recover from unpleasant situations. Siddike and Spohrer (2018) identify several evolution phases or roles a digital cognitive system can play such as; a) tool (meant to provide the human with plenty of necessary data and information), b) assistant (designed to provide the requested knowledge), c) collaborator (that can understand a person's situation and help him/her to make decisions), d) coach (meant to provide the human part of the team with the wisdom necessary to recover), and e) trusted cognitive mediator (designed to enable smooth interactions and facilitate value co-creation). Also, a boss role cannot be overlooked (Fischhaber & Klassen, 2015;Helbing, 2019). ...
... Furthermore, executing tasks that are cognitively appealing or challenging convey a feeling of satisfaction and enhance the perception of one's unique value. Collaborating with VAs might even augment cognition, intelligence, and capabilities of individuals (Siddike et al., 2018). Moreover, the reduction of effort in human-VA collaboration unleashes cognitive resources (Brachten et al., 2020) which, in turn, can be used for more meaningful purposes thus improve the overall organizational performance and revenue . ...
Organizations increasingly introduce collaborative technologies in form of virtual assistants (VAs) to save valuable resources, especially when employees are assisted with work-related tasks. However, the effect of VAs on virtual teams and collaboration remains uncertain, particularly whether employees show social loafing (SL) tendencies, i.e., applying less effort for collective tasks compared to working alone. While extant research indicates that VAs collaboratively working in teams exert greater results, less is known about SL in virtual collaboration and how responsibility attribution alters. An online experiment with N = 102 was conducted in which participants were assisted by a VA in solving a task. The results indicate SL tendencies in virtual collaboration with VAs and that participants tend to cede responsibility to the VA. This study makes a first foray and extends the information systems (IS) literature by analyzing SL and responsibility attribution thus updates our knowledge on virtual collaboration with VAs.
... Virtual assistant applications are predominantly voice-based and widely available in smartphones and internetconnected devices (Hoy, 2018). In addition, virtual assistants can connect with other third-party applications and allow users to perform routine tasks such as reading emails, sending text messages or facilitating phone calls for the users (Siddike et al., 2018). ...
Artificial intelligence service agents (AISA), such as chatbots and virtual assistants, are becoming increasingly pervasive in service. Research to date has not adequately addressed how the unique nature of AISA shape consumers’ service quality expectations. A deeper understanding of AISA service quality is important for their successful deployment in the service sector. To address this gap, we reviewed marketing and information systems literatures and conducted qualitative in-depth interviews with 37 informants, inclusive of 28 AISA users and nine AISA experts. We developed a conceptual framework for how consumers use and evaluate AISA. Twelve service quality dimensions emerged from the qualitative evidence representing AISA service quality, two of which align with AISA’s unique characteristics. The study extends the service quality theory to a new context and offers fresh insights for theory and practice. It culminates with a research agenda to advance research on AISA service quality.
... This expertise consists of knowledge about a particular domain, understanding of problems within that domain, and skill at solving some of these problems. A future step in knowledge driven DSS is to augment decision maker intelligence and problem-solving capabilities by providing artificial cognitive systems (Filip, 2020;Siddike et al., 2018). ...
Major shifts have occurred in the past 70 years in the deployment of decision support applications. Now it is possible to deploy innovative and traditional Decision Support Systems (DSS) and decision algorithms using Cloud architectures and technologies. Cloud deployment with hand-held, mobile-device platforms is encouraging decision support experimentation and innovation. This survey article emphasizes the-how, especially the architecture, the-what, the-who, the-when, and the why of building Cloud-based decision support and decision automation. To assist in conceptualizing cloud-based decision support and analytics, and to facilitate easier understanding and communication, a hierarchical reference model is presented using multiple perspectives. Additionally, the proposed decision support reference architecture model is used to assess cloud-based decision support systems from the prior literature.
... are new decision tools [38][39][40] [47]. They are capable of providing high quality recommendations [43][44] [46] [51]. They help people making better data driven decision understanding the environment around them [50]. ...
Service systems are defined as dynamic configurations of resources (people, organizations, technology and shared information), interconnected internally and externally by value propositions with other service systems. Resources are constantly evolving, as are the capabilities and roles of resources in service systems. Cognitive technologies incorporate rapidly advancing artificial intelligence (AI) capabilities. Therefore, their roles are on a trajectory of increasing agency and self-directed interactions with other resources and service systems. With this in mind, a framework for service systems in which AI- based cognitive assistants (CAs) become responsible actors is the current research challenge. Because AI- based CAs have already started to play different roles in service systems. One contribution of this research is to clarify that service system entities are responsible actors, and address the question: Under what conditions does a technology such as a Cognitive Assistant (CA) become a responsible actor?
... We investigate how future intelligent computer system can improve the service literacy. A cognitive assistant is a candidate for this system (Siddike and Spohrer, 2018). ...
Purpose - The main motivation of this article is to explore the following two questions: 1. what are
blockchain-based solutions that lead to service innovation within the public sector? 2. What
applications of blockchain technology in the public sector, are the main priority for the Italian
government in practice?
Methodology - The research implements a mixed-method approach. In the first stage, qualitative
data collection and analysis were conducted using a systematic literature review to seek to answer the first
research question. In the second stage, following the findings of the first stage, in order to answer
the second research question, two instruments will be used as follows: a) qualitative interviews with
government leaders. b) conducting a web-based survey for experts.
Originality/value - Applying blockchain in government offers a new method for delivering and
managing public services. The paper provides a blueprint for government leaders in their endeavor
of planning and investment to implement blockchain technology. This research is the first study in
the area. The experience of the government could be the first step in the development of
blockchain-based public services.
Research Findings - This research identifies the blockchain-based solutions that lead to service
innovation within the public sector in which blockchain applications are customized to ensure a fit
with requirements of administrative processes in Italy. The findings yield new research venues,
which are promising to further explore the topic of blockchain within the public administration to
experiment and figure out where the real opportunities are, where this technology can actually solve
problems in new kinds of ways.
Research implications - This paper has implications for practitioners by illustrating the ways to
modernize their services along digital lines. The blockchain-based solutions identified in this
study lead to innovative services and transform government processes and citizen services.
Keywords: Blockchain technology, Government, Public Sector, Service innovation, Italy
... Norman (1994) already pointed out that technology is an instrument to enhance people's performances. Siddike et al. (2018) add that the interaction helps to boost performance at work. From this we derive following proposal: P3: Content presented by AIBS enriching IS in organisations must be presented appropriately to positively affect users' performances in their work. ...
Information systems (IS) are widely used in organisations to improve business performance. The steady progression in improving technologies like artificial intelligence (AI) and the need of securing future success of organisations lead to new requirements for IS. This research in progress firstly introduces the term AI-based services (AIBS) describing AI as a component enriching IS aiming at collaborating with employees and assisting in the execution of work-related tasks. The study derives requirements from ten expert interviews to successful design AIBS following Design Science Research (DSR). For a successful deployment of AIBS in organisations the D&M IS Success Model will be considered to validated requirements within three major dimensions of quality: Information Quality, System Quality, and Service Quality. Amongst others, preliminary findings propose that AIBS must be preferably authentic. Further discussion and research on AIBS is forced, thus, providing first insights on the deployment of AIBS in organisations.
... Norman (1994) already pointed out that technology is an instrument to enhance people's performances. Siddike et al. (2018) add that the interaction helps to boost performance at work. From this we derive following proposal: P3: Content presented by AIBS enriching IS in organisations must be presented appropriately to positively affect users' performances in their work. ...
Information systems (IS) are widely used in organisations to improve business performance. The steady progression in improving technologies like artificial intelligence (AI) and the need of securing future success of organisations lead to new requirements for IS. This research in progress firstly introduces the term AI-based services (AIBS) describing AI as a component enriching IS aiming at collaborating with employees and assisting in the execution of work-related tasks. The study derives requirements from ten expert interviews to successful design AIBS following Design Science Research (DSR). For a successful deployment of AIBS in organisations the D&M IS Success Model will be considered to validated requirements within three major dimensions of quality: Information Quality, System Quality, and Service Quality. Amongst others, preliminary findings propose that AIBS must be preferably authentic. Further discussion and research on AIBS is forced, thus, providing first insights on the deployment of AIBS in organisations.
... The most important result of the present research is that the modern information and communication technologies can contribute to the development of the cultural sector as in many other human activities. It is expected that in the nearest future, the applications of I&C technologies in the cultural sector to be embedded into complex cognitive assistants meant to enhance the human performances (Siddike et al., 2018) and, at same time, to improve the quality of life. ...
This paper presents specific technical issues related to the development of virtual exhibitions for both web and mobile devices. Several real implementations of virtual exhibitions are described, based on the MOVIO platform (in the case of web applications) and on the Android operating system (in the case of mobile applications). A comparative analysis has been performed in order to reveal the advantages of each type of implementation, based on two virtual exhibitions implemented for the Romanian Academy Library.
... So kann durch Einsatz von KI-basierten Diensten nicht nur die Effektivität und Effizienz von Unternehmen gesteigert, sondern langfristig auch ein Mehrwert für Kunden geschaffen werden (Gentsch 2018). Zusätzlich können durch die Interaktion mit einem KI-System Mitarbei-terInnen individuelle Fähigkeiten sowie Leistungen verbessern (Siddike et al. 2018 (Chollet 2015), für die Bereitstellung von ML-bzw. KI-Algorithmen, genutzt. ...
Zusammenfassung
Im Kontext des IT-Service-Managements stellt ein wesentlicher Faktor zur möglichst effizienten und effektiven Entstörung gemeldeter Probleme das Incident Management dar. Aufgenommene Störungen werden dabei identifiziert, protokolliert und kategorisiert, so dass nachgelagerte Strukturen, wie Second- und Third-Level-Support, Beeinträchtigungen unmittelbar beheben können. In dem vorliegenden Beitrag wird ein Proof of Concept vorgestellt, der den Einsatz künstlicher Intelligenz auf das Incident Management in Unternehmen untersucht. Speziell wird hierbei dargelegt, wie ein entsprechendes System zum Einsatz kommt, um die Kategorisierung einer Störung in einem Praxisunternehmen zu beschleunigen. Als Datengrundlage hierfür dienen historische Tickets, die im Rahmen des Incident Managements erfasst worden sind. Ziel ist es, automatisiert die betroffene Applikation bzw. zuständige Gruppe zu ermitteln. Das Resultat dieser Machbarkeitsstudie ist ein neuronales Netzwerk, mit dem eine übergreifende Wahrscheinlichkeit von 94 % korrekt zugeordneter Kategorien erreicht wird. Auf Basis der vorliegenden Ergebnisse werden Herausforderungen während der Umsetzung dargestellt. Potentielle Einsatzgebiete und denkbare Weiterentwicklungen, speziell in Bezug auf die Kollaboration zwischen MitarbeiterInnen des Services Desks und künstlicher Intelligenz, werden abgeleitet und diskutiert. Zudem wird präsentiert, warum der Einsatz von künstlicher Intelligenz, sowohl im IT-Service-Management, als auch in anderen unternehmensrelevanten Vorgängen, sinnvoll erscheint.
In diesem Beitrag wird durch eine systematische Literaturrecherche das Potential der KI zur Augmentierung im Servicebereich, insbesondere im Kundenservice, beleuchtet. Angesichts der steigenden Herausforderungen für Servicemitarbeitende zielt unsere Untersuchung darauf ab, KI nicht als Ersatz, sondern als Unterstützung für menschliche Fähigkeiten zu positionieren. Trotz der bestehenden Herausforderungen und Grenzen der KI in komplexen, kontextabhängigen Umgebungen, wie dem Kundenservice, verdeutlicht unsere Forschung, wie KI-Systeme Arbeitsprozesse verbessern können, indem sie Entscheidungsprozesse unterstützen, Zugang zu Kundendaten gewähren und wertvolles Feedback liefern. Dieser Beitrag schließt eine wichtige Forschungslücke, indem er aufzeigt, wie eine nachhaltige und verantwortungsvolle Integration von KI in Servicesysteme zur Steigerung der Servicequalität und Mitarbeiterzufriedenheit beitragen kann.
Service systems are evolving from traditional service systems to smart service systems to cognitive service systems based on the evolution of technological capabilities. However, humans in service systems might change work or life situations, have cognitive capabilities, and suffer from bounded rationality. In addition, humans face acute problems like knowledge burden, half-life of information, and being flooded by data, information, as well as knowledge. To overcome these problems, traditionally humans learn and acquire skills, knowledge, and experience through entrepreneurship and innovations. But modern technologies like AI, generative AI, and IoT usher a new horizon to overcome those problems through the harmonious interactions between humans and generative AI. In this research, we propose a framework of cognitive service systems that focuses on the following aspects: Humans interact with generative AI harmoniously and consider these technologies as assistants, collaborators, coaches, and mediators in the cognitive service system. Therefore, the proposed model of cognitive service system is described by developing a hierarchical topology of tools, assistants, collaborators, coaches, and mediators (TACCM), which ultimately expands the evolution of service systems with the co-evolution of technological capabilities. Practically, the TACCM topology supports humans regardless of industries and their professions, race, creed, and gender to co-create value through harmonious interactions with technologies.
This study investigates the efficiency of large language models (LLMs) in producing routine, negative, and persuasive business emails for educational purposes within the context of Business Writing. Specifically, it compares the outputs generated by four widely-used LLMs (ChatGPT 3.5, Llama 2, Bing Chat, and Bard) when presented with identical email scenarios. These generated emails are evaluated using an elaborate rubric, allowing for a systematic assessment of LLMs' performance across three distinct email types. The results of the study show that the output with the same prompt varies greatly despite the rather formulaic nature of business emails. For instance, some LLMs struggle with following the requested structure and maintaining consistency in tone, while others have issues with unity and conciseness. The findings of this research hold implications for teaching business writing (rubrics, task instructions, in-class implementation), as well as for the integration of AI in professional communication at large.
The set of traditional characteristic features of large-scale complex systems (LSS) included the large number of variables, structure of interconnected subsystems, and other features that complicate the control models, such as nonlinearities, time delays, and uncertainties. The advances in information and communication technologies (ICT) and the modern business models have led to important evolution in the concepts and the corresponding management and control infrastructures of large-scale complex systems. The last three decades have highlighted several new characteristic features, such as networked structure, enhanced geographical distribution associated with the increased cooperation of subsystems, evolutionary development, higher risk sensitivity, presence of more, possibly conflicting, objectives, and security and environment concerns. This chapter aims to present a balanced review of several traditional well-established methods (such as multilevel and decentralized control) and modern control solutions (such as cooperative and networked control) for LSS together with the technology development and new application domains, such as smart city with heating and water distribution systems, and environmental monitoring and protection. A particular attention is paid to automation infrastructures and associated enabling technologies together with security aspects.KeywordsComplex systemsCloud ComputingDecision supportEnvironment protectionICTInterconnected systemsInternet of ThingsNetworked controlSmart City
By the impact of globalization on market business conditions, companies must adapt their business more and more quickly to new situations. New strategic directions, especially Artificial Intelligence (AI), have become imperative for the successful business of today’s companies. An intelligent company makes better decisions faster and outperforms its competitors. Consumer Relationship Management (CRM) serves as a business strategy for choosing customer management to optimize long-term value. CRM also requires a business philosophy focusing on consumers and a business culture that supports effective marketing, sales, and service processes. CRM integrates people, processes, and technology to maximize relationships with all consumers. Through the collaborative CRM, all communication towards clients is carried out, while their responses to the information system arrive via the operating part of the CRM. Analytical CRM, through a detailed analysis of a multitude of data based on expert knowledge, creates an image of each client, his needs, and desires to develop more vital interconnections.
Conversational agents (CA) interact with users via natural language in a turn-taking communication. They have been shown to trigger anthropomorphism in users, leading to the perception of humanness. However, this effect is influenced by various aspects, such as the CA having a name and its choice of words. In this context, the expected effect of typing errors is paradoxical. On the one hand, making typing errors is human-like and should, therefore, increase the perception of humanness. On the other hand, users understand that CAs are not human, and typing errors can be perceived as unexpected. To investigate the effect of typing errors on perceived humanness, we employ the dual processing theory of human cognition and propose a NeuroIS experiment to test our hypothesis. In this research in progress paper, we present the experimental design, expected outcome, and reflect on possible implications for CA research.
The recruitment of disabled participants for conducting usability evaluation of accessible information and communication technologies (ICT) is a challenge that current research faces. To overcome these challenges, researchers have been calling upon able-bodied participants to undergo disability simulations. However, this practice has been criticized due to the different experiences and expectations that disabled and able-bodied participants may have with ICT. This paper presents the methodology and lessons learned from ongoing mixed method-based usability evaluation of a suboptimal conventional computer mouse and an assistive gesture-based interface (i.e., the Leap Motion Controller) by stroke patients with upper-limb impairment and able-bodied participants experiencing a motor dysfunction simulation. The paper concludes with recommendations for future multidisciplinary research on ICT accessibility by people with disabilities.KeywordsAccessibilityUsability EvaluationDisability SimulationGesture-Based InterfaceAssistive Technology
Consumers like to try innovative technologies when they perceive them to be approachable, convenient, and entertaining. The purpose of this study was to explore the adoption of AI voice recognition avatar in the gameplay. This study's interesting insights show us that gamers are keen and interested in voice recognition technology. The study augments value to TAM theories, perceived value theory, and the flow theory with localization's moderating role. The 218 respondents from China provided useful insights. In China, gaming is a vast industry, and such gaming options can attract current and new gamers. Thus, AI can benefit gamers in this regard and give them the freedom to interact with their avatar through the power of voice recognition.
Publication metadata
New high-tech enabled services have been disrupting the business, work and skills landscape during the last decades. They represent a move to advanced services enabled by new technologies and have been taking shape in the form of new innovative efforts in practice, research, education, training and policy. This initiative launched by the European Commission aims to collect, analyse and benchmark initiatives in the realm of service innovation skills, building on the experience of the work on service science, and to develop a vision toward 2030 of how to foster and scale the creation of these skills in Europe. It aims to mobilise a large number of leading experts and policy makers to facilitate the uptake of new technologies by European enterprises, especially SMEs and start-ups, in developing new and smart services, which create new jobs and require up-and reskilling of the European workforce. The results will inform policy-makers, business leaders and social partners regarding effective policies, partnerships and supporting programmes to increase Europe’s talent pool and employment.
Conversational agents (CAs) promise to create significant organisational value, by transforming how organisations operate and serve customers. Yet, the malleability of this technology poses challenges to both researchers and practitioners because of the wide range of strategic applications they can enable. Drawing on the lens of routine capability, this study investigates strategic applications of CAs, and their associated implementation enablers and challenges. Via an exploratory case study of eight organisations that have successfully implemented CAs, this paper contributes to the literature on the value and implementation of conversational agents in particular and cognitive technologies in general by developing a typology of CA strategic applications and their implementation considerations. For practitioners, the findings highlight the interplay between technology, user, and project management factors that need to be addressed to ensure the successful delivery of the value of CAs.
Organizations are collecting large amounts of data that are generated by internet-connected devices in people’s homes. This raises questions regarding online privacy and data security. A common concern is that online advertisements are personalized based on conversations that have unknowingly been recorded by people’s smart devices. The present article examines this phenomenon and the potential determinants influencing this concern. For this purpose, an online survey (N = 277) was conducted. Three predictors were identified that affect the perceived surveillance of conversations: trust in smart devices, computer anxiety and prior negative experience. The developed surveillance effect model is discussed to understand the factors influencing this concern. The findings of this study serve as a foundation for future research and might support organizations in optimizing customer relations.
Successful collaboration between clinicians is particularly relevant regarding the quality of care process. In this context, the utilization of hybrid intelligence, such as conversational agents (CAs), is a reasonable approach for the coordination of diverse tasks. While there is a great deal of literature involving collaboration, little effort has been made to integrate previous findings and evaluate research when applying CAs in hospitals. By conducting an extended and systematic literature review and semi-structured expert interviews, we identified four major challenges and derived propositions where in-depth research is needed: 1) audience and interdependency; 2) connectivity and embodiment; 3) trust and transparency; and 4) security, privacy, and ethics. The results are helpful for researchers as we discuss directions for future research on CAs for collaboration in an hospital setting enhancing team performance. Practitioners will be able to understand which difficulties must be considered before the actual application of CAs.
A voice assistant is software that can analyse and understand what humans say. To do so, it must interpret the sounds made and semantically evaluate the meaning of the now-understood phrase. After a corresponding answer has been generated, it can respond with a fitting response, which can be textually, vocally, or both. Therefore, a voice assistant can be used as a form of interaction and control for di�erent tools. Thus, it is the most natural method of interaction we currently know. For this reason, this master thesis concentrates on the usage of voice assistants in the field of eHealth. Accordingly, the project 'MyELGA' connects with the existing electronic health records (ELGA). The general idea is that everybody should have access to their medical information when and where they need it. The application 'e-Medikation' holds onto all information regarding a patient's medication and transmits it between different health service providers (e.g., hospitals or doctors). Additionally, there is no need for the patient to handle the paperwork. This project has the advantage of being a central point of information and can be used by everybody with access. MyELGA adds a step to this concept with a voice assistant. Asking for information with the application is integrated into the everyday routines of users, reducing the barriers to use in patients' daily lives, which they would otherwise experience. The use of a website or other generic virtual assistants can be especially more complicated. As MyELGA is already realized with the voice assistant Alexa, it is used in this study to demonstrate how the application could be realized with a better assistant. To understand the most fitting for use in MyELGA a set of criteria has been designed to answer crucial questions regarding ease of use, security, and extendibility. The criteria are divided into either general or eHealth specific features. A special focus placed on security aspects of the different assistants, is a necessity because of the nature of personal data. Having private medical information leaked or simply exposed to the public is not in the interest of a patient. Therefore, not only are the criteria examined, but also current state of each product. As there are so many products offered, it is necessary to further narrow the observation. In the end, an explanation of the benefits of all assistants is presented. MyELGA can then be implemented using the voice assistant that best meets the necessary criteria for the project. The result encompasses the main functionality of MyELGA which can be used to evaluate the criteria and ensure the promised characteristics align with reality.
Artificial intelligence (AI) has the potential to change consumer behavior. However, despite billions of consumers using mobile smart phones, adoption of (artificial) intelligent voice assistants, like Siri, is relatively low. A conceptual model was constructed to determine the influence of consumer trust, interaction, perceived risk, and novelty value on brand loyalty for AI supported devices. Using the MTurk platform, data was collected from a sample of 675 Apple iPhone-using respondents. The findings showed perceived risk seems to have a significantly negative influence on brand loyalty; however, other factors were found to have a significantly positive influence on brand loyalty. The influence of novelty value of using Siri was found to be moderated by brand involvement and consumer innovativeness in such a way the influence is greater for consumers who are less involved with the brand and who are more innovative.
When attempting to solve a problem, humans call upon cognitive resources. These resources are limited, and the degree of their utilisation is described as cognitive load. While the number of parameters to be taken into account and to be processed by modern-day knowledge workers increases, their cognitive resources do not. Research shows that too high a load can increase stress and failure rates and decrease the work satisfaction and performance of employees. It is thus in the interest of organisations to reduce the cognitive load of their employees and keep it at a moderate level. One way to achieve this may be the application of virtual assistants (VAs), software programs, that can be addressed via voice or text commands and respond to the users’ input. This study uses a laboratory experiment with N = 91 participants comparing two groups in their ability to solve a task. One group was able to make use of a VA while the other could not. Besides task performance, the cognitive load of the participants was measured. Results show that (a) cognitive load is negatively related to task performance, (b) the group using the VA performed better at the task and (c) the group using the VA had a lower cognitive load. These findings show that VAs are a viable way to support employees and can increase their performance. It adds to the growing field of IS research on VAs by expanding the field for the concept of cognitive load.
The main purpose of this research is to develop a framework of trust determinants in the interactions between people and cognitive assistants (CAs). CAs are defined as new decision tools that can provide people with high quality recommendations and help them make data-driven decisions to understand the environment around them. Trust is defined as the belief of people that CAs will help them reach a desired decision. An extensive review on trust in psychology, sociology, economics and policy making, organizational science, automation, and robotics was conducted to determine the factors that influence people's trust in CAs. On the basis of this review, a framework of trust determinants in people's interactions with CAs was developed where reliability, attractiveness, and emotional attachments positively influence people's trust in CAs. The framework also shows that relative advantages of innovativeness positively affect the intention to use CAs. Future research directions are suggested for developing and validating more concrete scales in measuring trust determinants in the interactions between people and CAs.
This paper explores a simple idea and asks a simple question: What determines the speed limit of evolutionary processes, and might there be ways to speed up those processes for certain types of systems under certain conditions? Or even more simply, how rapidly can complex systems be rebuilt? To begin with, the universe can be viewed as an evolving ecology of entities. Entities correspond to types of systems - from atoms in stars to organisms on Earth to ideas in the heads of people. Service science is the study of the evolving ecology of service system entities, complex socio-technical systems with rights and responsibilities – such as people, businesses, and nations. We can only scratch the surface in this paper, but our explorations suggest this is an important research question and direction, especially as we enter the cognitive era of smart and wise service systems. For example, it takes a child multiple years of experience to learn language and basic social interactions skills, but could machine learning algorithms with the proper data sets learn those capabilities in a fraction of the time?
Recent advances in cognitive computing componentry combined with other factors are leading to commercially viable cognitive systems. From chips to smart phones to public and private clouds, industrial strength "cognition as a service" is beginning to appear at all scales in business and society. Furthermore, in the age of zettabytes on the way to yottabytes, the designers, engineers, and managers of future smart systems will depend on cognition as a service. Cognition as a service can help unlock the mysteries of big data and ultimately boost the cteativity and productivity of professionals and their teams, the productive output of industries and organizations, as well as the GDP (gross domestic product) of regions and nations. In this and the next decade, cognition as a service will allow us to reimage work practices, augmenting and scaling expertise to transform professions, industries, and regions.
We are crossing a new frontier in the evolution of computing and entering the era of cognitive systems. The victory of IBM's Watson on the television quiz show Jeopardy! revealed how scientists and engineers at IBM and elsewhere are pushing the boundaries of science and technology to create machines that sense, learn, reason, and interact with people in new ways to provide insight and advice. This book introduces the fascinating world of “cognitive systems” to general audiences and provides a window into the future of computing. Cognitive systems promise to penetrate complexity and assist people and organizations in better decision making. They can help doctors evaluate and treat patients, augment the ways we see, anticipate major weather events, and contribute to smarter urban planning. The book describes this technology inside and out and explains how it will help us conquer the harnessing and understanding of “big data,” one of the major computing challenges facing businesses and governments in the coming decades.
This study investigates how user satisfaction and intention to use for an interactive movie recommendation system is determined by communication variables and relationship between conversational agent and user. By adopting the Computers-Are-Social-Actors (CASA) paradigm and uncertainty reduction theory, this study examines the influence of self-disclosure and reciprocity as key communication variables on user satisfaction. A two-way ANOVA test was conducted to analyze the effects of self-disclosure and reciprocity on user satisfaction with a conversational agent. The interactional effect of self-disclosure and reciprocity on user satisfaction was not significant, but the main effects proved to be both significant. PLS analysis results showed that perceived trust and interactional enjoyment are significant mediators in the relationship between communication variables and user satisfaction. In addition, reciprocity is a stronger variable than self-disclosure in predicting relationship building between an agent and a user. Finally, user satisfaction is an influential factor of intention to use. These findings have implications from both practical and theoretical perspective.
Service innovations, enabled by the confluence of big data, mobile solutions, cloud, social, and cognitive computing, and the Internet of Things, have gained a lot of attention among many enterprises in the past few years because they represent promising ways for companies to effectively and rapidly deliver new services. But one of today's most pervasive and bedeviling challenges is how to start this journey and stay on course. In this paper, we review some of the important developments in this area and reports the views voiced by five industry leaders from IBM, Cisco, HP, and ISSIP at a panel session at the 24th Annual Compete through Service Symposium in 2013. Panelists provided an extensive list of recommendations to academicians and professionals. The biggest conclusion is that all of the information and communications technology (ICT)-enabled service innovations need to be human-centered and focused on co-creating value.
Using grounded theory as an example, this paper examines three methodological questions that are generally applicable to all qualitative methods. How should the usual scientific canons be reinterpreted for qualitative research? How should researchers report the procedures and canons used in their research? What evaluative criteria should be used in judging the research products? The basic argument we propose is that the criteria should be adapted to fit the procedures of the method. We demonstrate how we have done this with grounded theory and suggest criteria for evaluating studies done in this mode. We suggest that other qualitative researchers might be similarly specific about their procedures and evaluative criteria.
Service science offers fresh perspective to reorient the debate on what is ‘progress’ and whether or not it is slowing down, and if so, what might be done to reframe progress ‘at the speed limit of what is possible’ with universities. When it comes to the ‘rate of progress’, universities can play a greater role in improving the deeply interconnected societal measures of innovativeness, competitive parity, sustainability and resiliency. During the current ‘great recession’, much is now being written about progress slowing down. From education levels to scientific discoveries to technical innovations to economic and environmental collapse, rhetoric about progress slowing down or nearing collapse or becoming uncompetitive in developed economies is on the rise. Boulding suggested in ‘the skeleton of science’ that over‐specialization could create communication barriers between scientific specialists slowing down profitable talk. We propose that a service science reframing of progress with universities as essential institutional actors might positively reorient the debate. Copyright © 2013 John Wiley & Sons, Ltd.
Purpose – This case aims to demonstrate how leading firms are learning how to sustain competitive advantage by co-creating experiences of value with customers. Design/methodology/approach – The shoe company Nike provides a glimpse of the next “best practices” of value co-creation with customers. By engaging with informed, connected, and networked customers around the globe, Nike has found their shared experiences to be a new source of value. Findings – The paper finds that customers are now informed, connected, networked, and empowered on a scale as never before, thanks to search engines, engagement platforms, the growth of internet-based interest groups, and widespread high-bandwidth communication and social interaction technologies. Customers have learned how to use these new tools to make their opinions and ideas heard. Practical implications – A few leading companies like Nike are involving customers in the value creation process by offering Internet sites where they can share their interactions and experiences. These range from customers' ideas about how to improve or customize products to their feelings when they use products.). For Nike, the learning from these interactions creates new strategic capital. The company can now learn directly from customers' direct input on their preferences. Nike can build relationships and trust with the Nike+ community and experiment with new offerings, all the while enhancing its brand. Originality/value – The strategic opportunity for Nike is to build and promote the use of Internet engagement platforms through which the firm can build customer relationships on a scale and scope as never before. Effectively managing these new initiatives initially posed a new challenge for Nike, a traditionally product-centric organization. Now their viewpoint is reversed. “In the past the product was the end point of the consumer experience. Now it is the starting point.”
Consumers today have more choices of products and services than ever before, but they seem dissatisfied. Firms invest in greater product variety but are less able to differentiate themselves. Growth and value creation have become the dominant themes for managers. In this paper, we explain this paradox. The meaning of value and the process of value creation are rapidly shifting from a product- and firm-centric view to personalized consumer experiences. Informed, networked, empowered, and active consumers are increasingly co-creating value with the firm. The interaction between the firm and the consumer is becoming the locus of value creation and value extraction. As value shifts to experiences, the market is becoming a forum for conversation and interactions between consumers, consumer communities, and firms. It is this dialogue, access, transparency, and understanding of risk-benefits that is central to the next practice in value creation.
How can you know when someone is bluffing? Paying attention? Genuinely interested? The answer, writes Alex Pentland in Honest Signals, is that subtle patterns in how we interact with other people reveal our attitudes toward them. These unconscious social signals are not just a back channel or a complement to our conscious language; they form a separate communication network. Biologically based "honest signaling," evolved from ancient primate signaling mechanisms, offers an unmatched window into our intentions, goals, and values. If we understand this ancient channel of communication, Pentland claims, we can accurately predict the outcomes of situations ranging from job interviews to first dates. Pentland, an MIT professor, has used a specially designed digital sensor worn like an ID badge--a "sociometer"--to monitor and analyze the back-and-forth patterns of signaling among groups of people. He and his researchers found that this second channel of communication, revolving not around words but around social relations, profoundly influences major decisions in our lives--even though we are largely unaware of it. Pentland presents the scientific background necessary for understanding this form of communication, applies it to examples of group behavior in real organizations, and shows how by "reading" our social networks we can become more successful at pitching an idea, getting a job, or closing a deal. Using this "network intelligence" theory of social signaling, Pentland describes how we can harness the intelligence of our social network to become better managers, workers, and communicators.
Economics has accumulated a great body of knowledge about value. Building on economics and other disciplines, service science
is an emerging transdiscipline. It is the study of value-cocreation
phenomena (Spohrer
& Maglio
, 2010). Value cocreation occurs in the real-world ecology of diverse types of service system
entities (e.g., people, families, universities, businesses, and nations). These entities use symbols to reason about the value of knowledge. Like mathematics (quantity relationship proofs) and computer science (efficient representations and algorithms), service science must ultimately embody a set of proven techniques for processing symbols, allowing us to model the world better and to take better actions. In addition, the emergence of service science promises to accelerate the creation of T-shaped
Science, Technology, Engineering, and Math (STEM) professionals who are highly adaptive innovators that combine deep problem solving skills in one area with broad communication skills across many areas. This paper casts service science as a transdiscipline based on symbolic processes that adaptively compute the value of interactions among systems.
Co-creation is the process by which products, services, and experiences are developed jointly by companies and their stakeholders,
opening up a whole new world of value. Firms must stop thinking of individuals as mere passive recipients of value, to whom
they have traditionally delivered goods, services, and experiences. Instead, firms must seek to engage people as active co-creators of value everywhere in the system.
Service systems are value-co-creation configurations of people, technology, value propositionsconnecting internal and external
service systems, and shared information (e.g., language, laws, measures, and methods). Service science is the study of service
systems, aiming to create a basis for systematicservice innovation. Service science combines organization and human understanding
with business andtechnological understanding to categorize and explain the many types of service systems that exist as wellas
how service systems interact and evolve to co-create value. The goal is to apply scientific understandingto advance our ability
to design, improve, and scale service systems. To make progress, we think servicedominantlogic provides just the right perspective,
vocabulary, and assumptions on which to build a theory ofservice systems, their configurations, and their modes of interaction.
Simply put, service-dominant logicmay be the philosophical foundation of service science, and the service system may be its
basic theoreticalconstruct.
KeywordsService science-Service systems-Service-dominant logic
In an era of increasing discontinuity, wise leadership has nearly vanished. Many leaders find it difficult to reinvent their corporations rapidly enough to cope with new technologies, demographic shifts, and consumption trends. They can't develop truly global organizations that operate effortlessly across borders. And they find it tough to ensure that their people adhere to values and ethics. The authors assert that leaders must acquire practical wisdom, or what Aristotle called phronesis: experiential knowledge that enables people to make ethically sound judgments. Wise leaders demonstrate six abilities: (i) They make decisions on the basis of what is good for the organization and for society. (2) They quickly grasp the essence of a situation and fathom the nature and meaning of people, things, and events. (3) They provide contexts in which executives and employees can interact to create new meaning. (4) They employ metaphors and stories to convert their experience into tacit knowledge that others can use. (5) They exert political power to bring people together and spur them to act. (6) They use apprenticeship and mentoring to cultivate practical wisdom in orders.
This paper investigates a possibly fundamental aspect of technological progress. If knowledge accumulates as technology advances, then successive generations of innovators may face an increasing educational burden. Innovators can compensate through lengthening educational phases and narrowing expertise, but these responses come at the cost of reducing individual innovative capacities, with implications for the organization of innovative activity-a greater reliance on teamwork-and negative implications for growth. Building on this "burden of knowledge" mechanism, this paper first presents six facts about innovator behaviour. I show that age at first invention, specialization, and teamwork increase over time in a large micro-data set of inventors. Furthermore, in cross-section, specialization and teamwork appear greater in deeper areas of knowledge, while, surprisingly, age at first invention shows little variation across fields. A model then demonstrates how these facts can emerge in tandem. The theory further develops explicit implications for economic growth, providing an explanation for why productivity growth rates did not accelerate through the 20th century despite an enormous expansion in collective research effort. Upward trends in academic collaboration and lengthening doctorates, which have been noted in other research, can also be explained in this framework. The knowledge burden mechanism suggests that the nature of innovation is changing, with negative implications for long-run economic growth. Copyright © 2009 The Review of Economic Studies Limited.
The primary focus of this article is on the presentation of wisdom research conducted under the heading of the Berlin wisdom paradigm. Informed by a cultural-historical analysis, wisdom in this paradigm is defined as an expert knowledge system concerning the fundamental pragmatics of life. These include knowledge and judgment about the meaning and conduct of life and the orchestration of human development toward excellence while attending conjointly to personal and collective well-being. Measurement includes think-aloud protocols concerning various problems of life associated with life planning, life management, and life review. Responses are evaluated with reference to a family of 5 criteria: rich factual and procedural knowledge, lifespan contextualism, relativism of values and life priorities, and recognition and management of uncertainty. A series of studies is reported that aim to describe, explain, and optimize wisdom. The authors conclude with a new theoretical perspective that characterizes wisdom as a cognitive and motivational metaheuristic (pragmatic) that organizes and orchestrates knowledge toward human excellence in mind and virtue, both individually and collectively.
Our goal is to provide a rough sketch of some of the possible implications of converging technologies for enhancing human performance ((Roco and Bainbridge, 2002)) from both a science and a business perspective. Converging technologies refers to a type of coevolutionary progress that is characterized by rapid advances across multiple areas of technology (nano-bio-info-cogno or NBIC), accelerated by interdisciplinary cross-fertilization as the advances in one area spill over and speed progress in other areas. The rapid, multi-front progress characteristic of converging technologies results in better technological capabilities which are faster and cheaper, and can be broadly applied for many different purposes. In this paper, we specifically explore applications of converging technologies for enhancing human performance, that is, enhancing our human ability to achieve goals both individually and collectively. These applications hold the promise to make people healthier, wealthier, and wiser as well as to make businesses more responsive, resilient, and adaptive.
Innovation for jobs with cognitive assistants: a service science perspective, In Disrupting UnemploymentConverging technologies for enhancing human performance: science and business perspectives Toward a science of service systems
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The future of cognitive mediators: tool, assistant, collaborator, coach Service science: toward a smarter planet
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Innovation for jobs with cognitive assistants: a service science perspective
- J Spohrer
J. Spohrer, Innovation for jobs with cognitive assistants:
a service science perspective, In Disrupting Unemployment
(Ed. Nordfors, Cerf and Senges), Ewing Marion Kauffman
Foundation, Missouri, USA, 2016, pp. 157-174.
The future of cognitive mediators: tool, assistant, collaborator, coach
- J Spohrer
- M A K Siddike
J. Spohrer, and M.A.K. Siddike, The future of cognitive
mediators: tool, assistant, collaborator, coach. Peter Lang
Publish (in press), New York, 2017.
Service science: toward a smarter planet
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J. Spohrer, and P.P. Maglio, Service science: toward a
smarter planet, In Service Engineering, ed. Karwowski &
Salvendy, Wiley. New York, NY, 2009.
What makes a system smart? wise? Advances in The Human Side of Service Engineering
- Siddike
Siddike, What makes a system smart? wise? Advances in The
Human Side of Service Engineering, 2017, pp. 27-31.