The Future of Human-AI Collaboration: A Taxonomy of Design Knowledge for Hybrid Intelligence Systems

Recent technological advances, especially in the field of machine learning, provide astonishing progress on the road towards artificial general intelligence. However, tasks in current real-world business applications cannot yet be solved by machines alone. We, therefore, identify the need for developing socio-technological ensembles of humans and machines. Such systems possess the ability to accomplish complex goals by combining human and artificial intelligence to collectively achieve superior results and continuously improve by learning from each other. Thus, the need for structured design knowledge for those systems arises. Following a taxonomy development method, this article provides three main contributions: First, we present a structured overview of interdisciplinary research on the role of humans in the machine learning pipeline. Second, we envision hybrid intelligence systems and conceptualize the relevant dimensions for system design for the first time. Finally, we offer useful guidance for system developers during the implementation of such applications

Toward a Hybrid Intelligence System in Customer Service: Collaborative Learning of Human and AI

Hybrid intelligence systems (HIS) enable human users and Artificial Intelligence (AI) to collaborate in activities complementing each other. They particularly allow the combination of human-in-the-loop and computer-in-the-loop learning ensuring a hybrid collaborative learning cycle. To design such a HIS, we implemented a prototype based on formulated design principles (DPs) to teach and learn from its human user while collaborating on a task. For implementation and evaluation, we selected a customer service use case as a top domain of research on AI applications. The prototype was evaluated with 31 expert and 30 novice customer service employees of an organization. We found that the prototype following the DPs successfully contributed to positive learning effects as well as a high continuance intention to use. The measured levels of satisfaction and continuance intention to use provide promising results to reuse our DPs and further develop our prototype for hybrid collaborative learning

Improving the Efficiency of Human-in-the-Loop Systems: Adding Artificial to Human Experts

Information systems increasingly leverage artificial intelligence (AI) and machine learning (ML) to generate value from vast amounts of data. However, ML models are imperfect and can generate incorrect classifications. Hence, human-in-the-loop (HITL) extensions to ML models add a human review for instances that are difficult to classify. This study argues that continuously relying on human experts to handle difficult model classifications leads to a strong increase in human effort, which strains limited resources. To address this issue, we propose a hybrid system that creates artificial experts that learn to classify data instances from unknown classes previously reviewed by human experts. Our hybrid system assesses which artificial expert is suitable for classifying an instance from an unknown class and automatically assigns it. Over time, this reduces human effort and increases the efficiency of the system. Our experiments demonstrate that our approach outperforms traditional HITL systems for several benchmarks on image classification.Comment: Accepted at International Conference on Wirtschaftsinformatik, 202

Improving the Efficiency of Human-in-the-Loop Systems: Adding Artificial to Human Experts

Information systems increasingly leverage artificial intelligence (AI) and machine learning (ML) to generate value from vast amounts of data. However, ML models are imperfect and can generate incorrect classifications. Hence, human-in-the-loop (HITL) extensions to ML models add a human review for instances that are difficult to classify. This study argues that continuously relying on human experts to handle difficult model classifications leads to a strong increase in human effort, which strains limited resources. To address this issue, we propose a hybrid system that creates artificial experts that learn to classify data instances from unknown classes previously reviewed by human experts. Our hybrid system assesses which artificial expert is suitable for classifying an instance from an unknown class and automatically assigns it. Over time, this reduces human effort and increases the efficiency of the system. Our experiments demonstrate that our approach outperforms traditional HITL systems for several benchmarks on image classification