The German SAVE study : design and results

This book has three parts: scientific background, design, and results. We begin by describing the intellectual background of the SAVE survey and the strategic selections of topics to be covered. The second part is devoted to the design of SAVE: the often unpleasant choices between the researchers’ desire to measure everything and the respondents’ tiredness to answer very personal questions. Details are relegated to a technical appendix. The third part is the longest and delivers an overview of the central results drawn from the SAVE panel: How Germans save, and how this has changed from 2001 through 2007

Virtual assistants in customer interface

This thesis covers use of virtual assistants from a user organization’s perspective, exploring challenges and opportunities related to introducing virtual assistants to an organization’s customer interface. Research related to virtual assistants is spread over many distinct fields of research spanning several decades. However, widespread use of virtual assistants in organizations customer interface is a relatively new and constantly evolving phenomenon. Scientific research is lacking when it comes to current use of virtual assistants and user organization’s considerations related to it. A qualitative, semi-systematic literature review method is used to analyse progression of research related to virtual assistants, aiming to identify major trends. Several fields of research that cover virtual assistants from different perspectives are explored, focusing primarily on Human-Computer Interaction and Natural Language Processing. Additionally, a case study of a Finnish insurance company’s use of virtual assistants supports the literature review and helps understand the user organization’s perspective. This thesis describes how key technologies have progressed, gives insight on current issues that affect organizations and points out opportunities related to virtual assistants in the future. Interviews related to the case study give a limited understanding as to what challenges are currently at the forefront when it comes to using this new technology in the insurance industry. The case study and literature review clearly point out that use of virtual assistants is hindered my various practical challenges. Some practical challenges related to making a virtual assistant useful for an organization seem to be industry-specific, for example issues related to giving advice about insurance products. Other challenges are more general, for example unreliability of customer feedback. Different customer segments have different attitudes towards interacting with virtual assistants, from positive to negative, making the technology a clearly polarizing issue. However, customers in general seem to be becoming more accepting towards the technology in the long term. More research is needed to understand future potential of virtual assistants in customer interactions and customer relationship management.Tämä tutkielma tutkii virtuaaliassistenttien käyttöä käyttäjäorganisaation perspektiivistä, antaen käsityksen mitä haasteita ja mahdollisuuksia liittyy virtuaaliassistenttien käyttöönottoon organisaation asiakasrajapinnassa. Virtuaaliassistentteihin liittyvä tutkimus jakautuu monien eri tutkimusalojen alaisuuteen ja useiden vuosikymmenien ajalle. Laajamittainen virtuaaliassistenttien käyttö asiakasrajapinnassa on kuitenkin verrattain uusi ja jatkuvasti kehittyvä ilmiö. Tieteellinen tutkimus joka liittyy virtuaaliassistenttien nykyiseen käyttöön ja käyttäjäorganisaation huomioon otetaviin asioihin on puutteellista. Tämä tutkielma käyttää kvalitatiivista, puolisystemaattista kirjallisuusanalyysimetodia tutkiakseen virtuaaliassistentteihin liittyviä kehityskulkuja, tarkoituksena tunnistaa merkittäviä trendejä. Tutkimus kattaa useita tutkimusaloja jotka käsittelevät virtuaaliassistentteja eri näkökulmista, keskittyen pääasiassa Human-Computer Interaction- sekä Natural Language Processing -tutkimusaloihin. Lisäksi tutkielmassa on tapaustutkimus suomalaisen vakuutusyhtiön virtuaaliassistenttien käytöstä, joka tukee kirjallisuusanalyysiä ja auttaa ymmärtämään käyttäjäorganisaation perspektiiviä. Tutkielma kuvailee kuinka keskeiset teknologiat ovat kehittyneet, auttaa ymmärtämään tämänhetkisiä ongelmia jotka koskettavat organisaatioita sekä esittelee virtuaaliassistentteihin liittyviä mahdollisuuksia tulevaisuudessa. Tapaustutkimukseen liittyvät haastattelut antavat rajoitetun kuvan kyseisen uuden teknologian käyttöön liittyvistä haasteista vakuutusalalla. Tapaustutkimus ja kirjallisuusanalyysi osoittavat että virtuaaliassistenttien käyttöönottoon liittyy erilaisia käytännön haasteita. Jotkut haasteet vaikuttavat olevan toimialakohtaisia, liittyen esimerkiksi vakuutustuotteita koskeviin neuvoihin. Toiset haasteet taas ovat yleisempiä, liittyen esimerkiksi asiakaspalautteen epäluotettavuuteen. Eri asiakassegmenteillä on erilaisia asenteita virtuaaliassistentteja kohtaan, vaihdellen positiivisesta negatiiviseen, joten kyseinen teknologia on selvästi polarisoiva aihe. Pitkällä aikavälillä asiakkaiden asenteet teknologiaa kohtaan vaikuttavat kuitenkin muuttuvan hyväksyvämpään suuntaan. Lisää tutkimusta tarvitaan jotta voidaan ymmärtää virtuaaliassistenttien tulevaisuuden potentiaalia asiakaskohtaamisissa ja asiakkuudenhallinnassa

A comparative analysis of Decide Madrid and vTaiwan, two Digital Platforms for Political Participation

This thesis is a comparative examination of the impacts of two so-called ‘Digital Platforms for Political Participation’ (DPPPs) — Decide Madrid and vTaiwan — on urban policymaking and citizen empowerment. DPPPs are a novel subset of digital platforms which are focused on facilitating online political participation and are designed and implemented by governmental institutions: the two cases under study here are designed by Madrid City Council and the Taiwanese government respectively. This thesis utilises what I term a situated lens, which fuses the idea of relational comparative urbanism, Deleuzian assemblage thinking and theories of empowerment. This situated lens allows me to evaluate, compare and identify the similarities in the forms of digital political participation provided by the two DPPPs under study. It does this by breaking each DPPP down into three sets of assemblages: (1) the design process; (2) the dynamic User Interface (UI); and (3) the process of algorithmic decision-making. The term ‘situated’ is coined to highlight the dynamic and mutating nature of digital political participation. Via this situated lens, I stress that digital empowerment is highly changeable, constrained and opened up by rules set at design stage, the dynamic UI, contingencies introduced by algorithmic interactions with users, and the changing human/institutional contexts in which these processes are embedded. This thesis demonstrates that my comparative study of the two DPPPs can enrich existing studies in digital urbanism and digital participation. Firstly, drawing from theories of empowerment, the situated lens allows me to indicate the level of empowerment a DPPP provides should not be seen just as the provision of a fixed static set of participatory capacities. Rather, a DPPP should be seen as a fluid space in which empowerment is present to a greater or lesser extent, affected by a fast-moving environment in which a user can be disabled or enabled in making informed and collective decisions due to various contingencies (such as the dynamic UI and the processes of user data interacting with algorithms to produce decisions). The wider institutional context also drives this fluidity: the citizen/user’s ability to impact on policymaking through reaching collective decisions through DPPPs is constrained or promoted by subsequent processes of governmental allocation of political legitimacy and resources. Secondly, the situated lens offers a new view in digital urbanism, by deploying an innovative hybrid method to produce ‘flashbacks’ on specific processes of digital political participation. In doing so it reveals and question the ways in which political decisions on legitimating urban issues are mutably (re)configured by algorithmic interactions with users and by subsequent human interpretation in institutional policymaking processes. This serves to question what constitutes fairer and more empowered political decisions by pointing out exclusions which emerge during the decision-making processes of DPPPs

AI for Everyone?

We are entering a new era of technological determinism and solutionism in which governments and business actors are seeking data-driven change, assuming that Artificial Intelligence is now inevitable and ubiquitous. But we have not even started asking the right questions, let alone developed an understanding of the consequences. Urgently needed is debate that asks and answers fundamental questions about power. This book brings together critical interrogations of what constitutes AI, its impact and its inequalities in order to offer an analysis of what it means for AI to deliver benefits for everyone. The book is structured in three parts: Part 1, AI: Humans vs. Machines, presents critical perspectives on human-machine dualism. Part 2, Discourses and Myths About AI, excavates metaphors and policies to ask normative questions about what is ‘desirable’ AI and what conditions make this possible. Part 3, AI Power and Inequalities, discusses how the implementation of AI creates important challenges that urgently need to be addressed. Bringing together scholars from diverse disciplinary backgrounds and regional contexts, this book offers a vital intervention on one of the most hyped concepts of our times

AI for Everyone? Critical Perspectives

We are entering a new era of technological determinism and solutionism in which governments and business actors are seeking data-driven change, assuming that Artificial Intelligence is now inevitable and ubiquitous. But we have not even started asking the right questions, let alone developed an understanding of the consequences. Urgently needed is debate that asks and answers fundamental questions about power. This book brings together critical interrogations of what constitutes AI, its impact and its inequalities in order to offer an analysis of what it means for AI to deliver benefits for everyone. The book is structured in three parts: Part 1, AI: Humans vs. Machines, presents critical perspectives on human-machine dualism. Part 2, Discourses and Myths About AI, excavates metaphors and policies to ask normative questions about what is ‘desirable’ AI and what conditions make this possible. Part 3, AI Power and Inequalities, discusses how the implementation of AI creates important challenges that urgently need to be addressed. Bringing together scholars from diverse disciplinary backgrounds and regional contexts, this book offers a vital intervention on one of the most hyped concepts of our times

Towards data justice unionism? A labour perspective on AI governance

We are entering a new era of technological determinism and solutionism in which governments and business actors are seeking data-driven change, assuming that Artificial Intelligence is now inevitable and ubiquitous. But we have not even started asking the right questions, let alone developed an understanding of the consequences. Urgently needed is debate that asks and answers fundamental questions about power. This book brings together critical interrogations of what constitutes AI, its impact and its inequalities in order to offer an analysis of what it means for AI to deliver benefits for everyone. The book is structured in three parts: Part 1, AI: Humans vs. Machines, presents critical perspectives on human-machine dualism. Part 2, Discourses and Myths About AI, excavates metaphors and policies to ask normative questions about what is ‘desirable’ AI and what conditions make this possible. Part 3, AI Power and Inequalities, discusses how the implementation of AI creates important challenges that urgently need to be addressed. Bringing together scholars from diverse disciplinary backgrounds and regional contexts, this book offers a vital intervention on one of the most hyped concepts of our times