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Is AI ready to become a state servant? A case study of an intelligent chatbot implementation in a Scandinavian Public Service

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dc.contributor.author Henk, Anastasiya
dc.contributor.author Nilssen, Frode
dc.date.accessioned 2020-12-24T20:09:08Z
dc.date.available 2020-12-24T20:09:08Z
dc.date.issued 2021-01-05
dc.identifier.isbn 978-0-9981331-4-0
dc.identifier.uri http://hdl.handle.net/10125/71290
dc.description.abstract Will AI shorten or increase the number of jobs? This question took one of the central places in the service literature debates. On the one hand side, the developers of the AI accentuate the potential of the application to completely imitate human behaviour and overtake all human responsibilities. On the other hand, service workers and researchers emphasize the importance and uniqueness of a “human touch” in service work. To see how AI can affect the jobs of the service workers, we conducted a case study of a public service entity that introduced an intelligent chatbot in its customer centre. Particularly, we looked into how the implementation affects job characteristics (skills variety, task significance, task identity, autonomy, and feedback) of the frontline service workers.
dc.format.extent 10 pages
dc.language.iso English
dc.relation.ispartof Proceedings of the 54th Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subject AI, Organizing, and Management
dc.subject artificial intelligence
dc.subject job transformation
dc.subject service sector
dc.title Is AI ready to become a state servant? A case study of an intelligent chatbot implementation in a Scandinavian Public Service
dc.identifier.doi 10.24251/HICSS.2021.670
prism.startingpage 5515
Appears in Collections: AI, Organizing, and Management


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