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.authorHenk, Anastasiya
dc.contributor.authorNilssen, Frode
dc.date.accessioned2020-12-24T20:09:08Z
dc.date.available2020-12-24T20:09:08Z
dc.date.issued2021-01-05
dc.description.abstractWill 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.extent10 pages
dc.identifier.doi10.24251/HICSS.2021.670
dc.identifier.isbn978-0-9981331-4-0
dc.identifier.urihttp://hdl.handle.net/10125/71290
dc.language.isoEnglish
dc.relation.ispartofProceedings of the 54th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectAI, Organizing, and Management
dc.subjectartificial intelligence
dc.subjectjob transformation
dc.subjectservice sector
dc.titleIs AI ready to become a state servant? A case study of an intelligent chatbot implementation in a Scandinavian Public Service
prism.startingpage5515

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