How information technology automates and augments processes: Insights from Artificial-Intelligence-based systems in professional service operations
How information technology automates and augments processes: Insights from Artificial-Intelligence-based systems in professional service operations
复制标题
信息技术如何自动化和增强流程：专业服务运营中基于人工智能的系统的见解
DOI：
10.1002/joom.1215
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发表时间：
2022
影响因子：
7.8
通讯作者：
Spring M
中科院分区：
文献类型：
--
作者：
Spring M
这项研究通过考察基于人工智能(AI)的系统在专业服务中的使用，为关于IT对运营流程的影响的技术管理文献做出了贡献。白皮书建立在人工智能、信息系统、专业工作和专业服务运营管理等关键概念的基础上。开发了一个模型来解释基于人工智能的系统如何与人类结合来做工作，既自动化又增加了专业人员的工作，从而导致流程改进和服务提供的扩展。这项研究使用了两家律师事务所和两家会计师事务所的案例研究，这些公司使用了基于人工智能的系统。它表明，基于人工智能的系统是有选择地使用的，主要用于大容量的后台任务，跨越专业服务流程的一系列阶段-诊断、推理和治疗。使用人工智能的自动化将专业人员从重复性任务中解放出来，而人工智能则通过缓冲专业人员的低价值活动来实现增强，使他们的专业知识具有可扩展性，并提供新的分析见解。使用系统可以提高提供核心专业服务的绩效，并使服务能够扩展到额外的、高价值的咨询工作。该模型和研究方法对OM中其他新兴的技术管理领域具有潜在的借鉴意义。
This study contributes to the technology management literature on the effects of IT on operations processes by examining the use of systems based on Artificial Intelligence (AI) in professional services. The paper builds on key concepts on AI, information systems, professional work, and professional services operations management. A model is developed to explain how AI‐based systems combine with humans to do work, both automating and augmenting the work of the professional, leading to process improvement and extension of the service offering. The study uses case‐based research in two law firms and two accountancy firms using AI‐based systems. It shows that AI‐based systems are used selectively, mainly on high‐volume, back‐office tasks, across the sequence of stages in the professional service process—diagnosis, inference, and treatment. Automation using AI relieves professionals from repetitive tasks, while AI achieves augmentation by buffering professionals from low‐value activity, making their expertise scalable and providing new analytical insights. System use can improve performance in delivering core professional services and enable service extension into additional, high‐value advisory work. The model and research approach have potential implications for other emerging areas of technology management in OM.