Hybrid Intelligence: Augmenting Employees' Decision‐Making with AI‐Based Applications

Abstract

Recent advances in the field of artificial intelligence (AI) have led to increased practical relevance and implementation interest of this technology in industry. Especially in the service area, characterized by direct customer interaction and high work stress, AI-based applications could have positive effects on employees' decision-making and stress reduction. One of the main implementation challenges is raising technology acceptance without creating overreliance. We follow a human-centered design approach to address this challenge and present a technical use case for the service area that demonstrates human decision-making augmentation with AI-based applications. The company in question is a call center service provider offering its services to original equipment manufacturers (OEMs) in the telecommunications, media, and technology sectors.

Authors 4

1. Ina Heine Aachen Organizational Development Laboratory for Machine Tools and Production Engineering (WZL)

   RWTH Aachen University

   Affiliation as printed

   Organizational Development, Laboratory for Machine Tools and Production Engineering, RWTH Aachen University, Aachen, NRW, Germany

2. Thomas Hellebrandt Aachen Organizational Development Laboratory for Machine Tools and Production Engineering (WZL)

   RWTH Aachen University

   Affiliation as printed

   Organizational Development, Laboratory for Machine Tools and Production Engineering, RWTH Aachen University, Aachen, NRW, Germany

3. Louis Huebser Aachen Organizational Development Laboratory for Machine Tools and Production Engineering (WZL)

   RWTH Aachen University

   Affiliation as printed

   Organizational Development, Laboratory for Machine Tools and Production Engineering, RWTH Aachen University, Aachen, NRW, Germany

4. Marcos Padrón Hinrichs Aachen Organizational Development Laboratory for Machine Tools and Production Engineering (WZL)

   RWTH Aachen University

   Affiliation as printed

   Organizational Development, Laboratory for Machine Tools and Production Engineering, RWTH Aachen University, Aachen, NRW, Germany