Abstract
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.
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Ning, X., Khuntia, J., Kathuria, A., Konsynski, B.R. (2019). Artificial Intelligence (AI) and Cognitive Apportionment for Service Flexibility. In: Xu, J., Zhu, B., Liu, X., Shaw, M., Zhang, H., Fan, M. (eds) The Ecosystem of e-Business: Technologies, Stakeholders, and Connections. WEB 2018. Lecture Notes in Business Information Processing, vol 357. Springer, Cham. https://doi.org/10.1007/978-3-030-22784-5_18
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