Artificial Intelligence (AI) and Cognitive Apportionment for Service Flexibility

Ning, X and Khuntia, J and Kathuria, A and Konsynski, B R (2019) Artificial Intelligence (AI) and Cognitive Apportionment for Service Flexibility. In: The Ecosystem of e-Business: Technologies, Stakeholders, and Connections. Springer, Cham, Switzerland, pp. 182-189. ISBN 9783030227838

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Artificial Intelligence (AI) is evolving from a technology to an enabler of service processes and delivery. With the increasing importance of AI as a service interface, integrating and aligning AI technology to effective service delivery is a critical challenge. In this study, we theorize cognitive apportionment, consisting of AI-human service synchronization and AI-system service consistency attributes, as a dynamic capability that could address issues arising from shifting decision processes. We argue that integrating and balancing human-AI-system dialogue mechanisms while rendering services is a key to leverage and achieve desired service outcomes. We develop a set of propositions encompassing the mediating effect of cognitive apportionment and the moderating role of AI-enabled service portfolio to influence service flexibility. Preliminary analysis with 80 respondents supports our propositions. This research offers new insights into the underlying mechanisms of how AI can create value.

Item Type: Book Chapter
Subjects: Information Systems
Date Deposited: 29 Aug 2023 08:22
Last Modified: 29 Aug 2023 08:22

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