1 - 4 of 4
ItemConversational Agents - Exploring Generative Mechanisms and Second-hand Effects of Actualized Technology Affordances( 2020-01-07)Many organisations jumped on the bandwagon and implemented conversational agents (CAs) as a new communication channel. Customers benefit from shorter resolution times, ubiquitous availability, and consistent and compliant responses. However, despite the hype around CAs and the various benefits for customers, we know little about the effects of external facing CAs on the human workforce. This is crucial to better manage the possible changes in the work organisation. Adopting a critical realist stance and using the lens of technology affordances we explore a) why users increasingly actualize CA affordances and b) the first and second-hand effects of affordance actualisation on customers and human employees. We conducted semi-structured interviews with 18 experts in the field and introduce the term affordance effects pairs describing the relationships between the first and second-hand effects. We further explain which generative mechanisms lead to an increasing actualization of affordances and the associated effects.
ItemAssessing the Business Impact of Artificial Intelligence( 2020-01-07)This research introduces two artefacts that contribute to the common understanding of Artificial Intelligence (AI) and aim to provide guidance for designing AI applications. On the one hand, the periodic table of AI structures the broad spectrum of AI technologies and an AI application design model supports the business-oriented conception of AI technologies. Both artefacts are key for the development of an AI impact analysis model to evaluate further organizational impacts and potentials for re-design. The research was motivated by the findings of a survey on AI application examples in a research consortium consisting of German, Swiss and Austrian bank and IT provider managers and a business user group of a Swiss private bank. Both artefacts showed to be helpful tools for change management and IT/business architects.
ItemAlgorithmic Food – How “Software is Eating the World”( 2020-01-07)In this paper, we explore how algorithms have empowered customers and promoted their preferences, while turning the sourcing of food from the purchase of a valuable good into a simple transaction. Focusing on the generative character of algorithms in the organizing of food, we study the changing nature of food retailing in the UK over the last 20 years. Theoretically we focus on the role that algorithms and thus technology have played in the transformation of the organizing of food and shed new light on how the latter has undergone tremendous changes. Our study enhances the current understanding of the impact big data has and will have on many organizational aspects and demonstrates that we need to have a better and more critical understanding of its consequences.
ItemIntroduction to the Minitrack on AI and Organizing( 2020-01-07)