AI-Based Digital Assistants
AI-Based Digital Assistants
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基于人工智能的数字助理
DOI：
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发表时间：
2019
影响因子：
7.9
通讯作者：
Matthias Söllner
中科院分区：
文献类型：
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作者：
A. Maedche;Christine Legner;Alexander Benlian;Benedikt Berger;Henner Gimpel;T. Hess;O. Hinz;Stefan Morana;Matthias Söllner
人工智能（AI）正变得无处不在;它渗透到我们的工作和私人生活的许多领域。一个关键的应用领域是基于人工智能的数字助理，这些数字助理现在正在大量使用，并且使用场景多种多样。对基于人工智能的数字助理的研究历史悠久，可以追溯到1966年Joseph Weizenbaum著名的ELIZA。与此同时，微软、IBM、谷歌和亚马逊等全球科技公司几十年来一直在努力推进基于人工智能的数字助理，最近已经使其适合大众市场。在人工智能最新进展的推动下，这些助手正在成为我们日常生活的一部分。我们正在观察各种数字助理的使用量不断增长，例如Amazon Alexa等基于语音的助理，或嵌入Facebook Messenger中的基于文本的助理（聊天机器人）。可以预见，基于人工智能的数字助理将成为未来工作的关键要素。当今的企业通信平台，如Slack或Microsoft Teams，已经提供了许多不同的机器人类型来增强工作，Gartner（2019）预测，到2021年，四分之一的数字员工将每天使用虚拟员工助理。基于人工智能的数字助理提供了巨大的机会，但也可能成为一种威胁。一方面，它们有望从人类手中接管日常任务，并腾出时间和资源来完成更高要求的任务。例如，IBM认为聊天机器人可以帮助将客户服务成本降低30%（Reddy 2017）。另一方面，谷歌最近宣布的一款名为Duplex（谷歌AI博客2018）的先进的基于AI的数字助理，由于其与人类的相似性，引发了一场关于欺骗和欺诈的潜在滥用的辩论。更一般地说，虽然基于人工智能的数字助理的普及率增加，但大多数人忽略了它们的底层架构和算法（Frey和Osborne 2017），导致用户对其使用的严重担忧和厌恶（Dietvorst等人2015，2018）。从概念的角度来看，基于AI的数字助理-就像每个IS一样-可以从两个不同但互补的角度来理解（图1）：首先，从广义上讲，基于人工智能的数字助理代表了一个依赖于三个关键要素相互作用的社会技术系统。（古德韦和汤普森，1995年;海因里希等人，2011年）：个人用户，他们试图实现某些教授。梅切博士莫拉纳卡尔斯鲁厄理工学院，卡尔斯鲁厄，德国
Artificial intelligence (AI) is becoming omnipresent; it permeates our work and private lives in many areas. A key area of application is AI-based digital assistants, which are now becoming available in large numbers and a wide variety of usage scenarios. Research into AI-based digital assistants has a long history, dating back to Joseph Weizenbaum’s well-known ELIZA in 1966. In parallel, global technology companies such as Microsoft, IBM, Google, and Amazon have been working intensively for decades on advancing AI-based digital assistants and have recently made them suitable for the mass market. Empowered by recent advances in AI, these assistants are becoming part of our daily lives. We are observing the ever-growing usage of various digital assistants, for instance, voice-based assistants such as Amazon Alexa, or text-based assistants (chatbots), such as those embedded in Facebook Messenger. It is foreseen that AI-based digital assistants will become a key element in the future of work. Today’s enterprise communication platforms such as Slack or Microsoft Teams already provide many different bot types to augment work, and Gartner (2019) predicts that by 2021, one-quarter of all digital workers will use a virtual employee assistant daily. AI-based digital assistants provide significant opportunities, but also might become a threat. On the one hand, they are expected to take over routine tasks from humans and to free up time and resources for more demanding tasks. For instance, IBM argues that chatbots can help to reduce customer service costs by 30% (Reddy 2017). On the other hand, a recently announced advanced AI-based digital assistant by Google named Duplex (Google AI Blog 2018) has led to a debate about potential misuses for deception and fraud, owing to its human likeness. More generally, while the pervasiveness of AI-based digital assistants increases, most people ignore their underlying architecture and algorithms (Frey and Osborne 2017), resulting in serious concerns and user aversion regarding their uses (Dietvorst et al. 2015, 2018). From a conceptual perspective, AI-based digital assistants – like every IS – can be understood from two different yet complementary perspectives (Fig. 1): first and broadly speaking, AI-based digital assistants represent a sociotechnical system that relies on the interplays of three key elements (Goodhue and Thompson 1995; Heinrich et al. 2011): the individual user, who seeks to achieve certain Prof. Dr. A. Maedche Dr. S. Morana Karlsruhe Institute of Technology, Karlsruhe, Germany