Rapid advances in artificial intelligence (AI) are manifesting in increasingly sophisticated technologies and systems contributing to the digital transformation of organizations. These technological innovations involve the use of automation agents adding value through increased efficiency, effectiveness, service quality, and other performance-related dimensions.
Motivated by the possibilities afforded by AI in organizational contexts of use, as well as by the challenges associated with AI, this book provides a comprehensive view of the considerations involved in designing AI-enabled systems, their application in the workplace, and the corresponding user experience. To this end, the book presents conceptual and empirical scientific perspectives on the design of human-centered AI, as well as case studies from multiple industries ranging from aerospace and automotive to retail, finance, and healthcare. These perspectives and evidence enable readers to consider and plan their own use cases for human-centered AI in the workplace.
The book will be of interest to researchers and practitioners alike involved in the governance, design, development, implementation, and maintenance of human-AI-driven systems.
Introduction: The Design of Human-Centered Artificial Intelligence Solutions for the Workplace - Part I: Human-Centered AI In Business.- The Situation Awareness, Decision and Execution (SADE) Ladder: a Framework for Human-AI Collaborative Decision-Making.- The Dynamics of Human-AI Interactions in Organizational Decision-Making.- Part II: Design of Socially-Embedded AI Solutions at Workplaces.- The Design Challenge of Using Intelligent Agents to MakeWork Systems Smarter.- Human-Centered Requirements Engineering for Intelligent Systems.- Reasoning with AI: Six Essential Factors for Augmenting Human Expertise in the Workplace.- The Contextual Framing of the Interplay between Human and AI – A Socio-Technical Perspective.- So, You Want to Build a Copilot? Part I.- Intervenability as a Design Requirement for Autonomy and Oversight within Human-Centered AI.- How Can Intelligent Persona Systems Support Online Advertisers’ Daily Work Tasks?.- Reciprocal Human-AI Collaboration: Designing Configuration and Delegation for Continual Learning.- Understanding Artificial Intelligence as Persuasive Technologies in the Workplace: Improving Effectiveness, Ethicality, and Empowerment.- Part III: User Experience & Ergonomics.- ML Models Deployed – What is Next?.- Avoiding Pitfalls in Demand Forecasting.- A Multi-Method Assessment of Human-AI Interaction in Delivery Driving: Examining Driver Stress, Fatigue, Attention, Situation Awareness, and Risky Driving Behaviour.- How Awareness of a User’s Cognitive State Can Improve Human-AI Teams.- Eye-Tracking Technology for Cognition-Adaptive LLM-based Assistants at the Workplace.- Navigating Decisions in the Cockpit - The Intelligent Pilot Advisory System.- Part IV: Case Studies.- When it Goes Right, When it Goes Wrong: Lessons Learned from Automation in Aviation.- So, You Want to Build a Copilot? Part II.- Conversational AI in Finance: A Case Study with MSUFCU.- Intelligent Platform Monitoring to Aid Security Officers in Public Transit Stations.- Situational Awareness and HMI Design in Collaborative Human-Machine (AI) Teamwork: A Case Study.- Replicating Skilled Drivers’ Delivery Route Plans Using Particle Filter Optimization.- Socially-Embedded Agents in Organizational Contexts: Bulk Email as a Design Example.- Enabling Product Platform Growth with AI-Assisted Insight.- Conclusion - Practical Considerations for the Design of AI for the Workplace.
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