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Re-defining the Role of Artificial Intelligence (AI) in Wiser Service Systems

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Advances in Artificial Intelligence, Software and Systems Engineering (AHFE 2018)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 787))

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Abstract

Advances in Artificial Intelligence (AI) are raising important questions for companies, employees, consumers and policy makers. Researchers predict that intelligent machine will outperform humans in a wide range of tasks in the coming decade. Our purpose is to re-define the role of AI technologies and their relationship with people by re-thinking the concept of Intelligence Augmentation (IA), an interaction between AI technologies and people that, more than amplifying human capacities, produce a cognitive transformation. This transformation modifies the structure of humans thought, changing people’s cognitive processes and providing new tools to optimize interpretative schemas, useful to analyze the real world. In line with the need to define new directions in Service Science, new rules should be formulated to create a synergic and collaborative processes between humans (people) and machines. In order to design a wiser service system, this paper proposes T-shaped professionals as especially well-adapted for augmented and collaborative intelligence.

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Notes

  1. 1.

    A smart service system is a socio-technical system that amplifies human capabilities, routinizes interactions [40] controls, coordinates, and manages processes and goals of a system [41].

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Author information

Authors and Affiliations

  1. Department of Management, Sapienza University of Rome, Rome, Italy

    Sergio Barile

  2. Department of Political, Social and Media Sciences, University of Salerno, Salerno, Italy

    Paolo Piciocchi

  3. Department of Management Studies and Quantitative Methods, University of Naples “Parthenope”, Naples, Italy

    Clara Bassano & Maria Cristina Pietronudo

  4. IBM, Almaden Research Center, San Jose, CA, USA

    Jim Spohrer

Authors
  1. Sergio Barile
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  2. Paolo Piciocchi
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  3. Clara Bassano
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  4. Jim Spohrer
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  5. Maria Cristina Pietronudo
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Corresponding author

Correspondence to Clara Bassano .

Editor information

Editors and Affiliations

  1. University of Central Florida, Orlando, Florida, USA

    Tareq Z. Ahram

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Barile, S., Piciocchi, P., Bassano, C., Spohrer, J., Pietronudo, M.C. (2019). Re-defining the Role of Artificial Intelligence (AI) in Wiser Service Systems. In: Ahram, T. (eds) Advances in Artificial Intelligence, Software and Systems Engineering. AHFE 2018. Advances in Intelligent Systems and Computing, vol 787. Springer, Cham. https://doi.org/10.1007/978-3-319-94229-2_16

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