Optimisation of the rational proportion of intelligent technologies application in service organisations

Abstract

Background and Purpose: The growing role and involvement of Artificial Intelligence in modern digital enterprises leads to a considerable reduction of personnel and reorientation of the remaining staff to new responsibilities. However, in many areas like services and support the total elimination of the employed human resources still remains impossible. It is proposed to study the organisational problem of finding the optimal proportion of computer agents and human actors in the mixed collaborative environment. Methods: Using the technology of semantic and statistical analysis, we developed an original model of computer agents’ and human actors’ cooperative interaction and an optimization method, which is novel in considering the focus of the executors while calculating the compliance indicators. Results: The problem was studied by an example of service desk automation. Considering the semantics of the problem domain in the form of ontology introduces the logic for better distribution and automation of tasks. Conclusion: In a modern digital enterprise there exists and can be estimated a rational balance between the computer agents and human actors, which becomes a significant indicator of its performance. In general, human actors are preferable for processing unpredictable events in real time, while agents are better at the modelling and simulation.

Point cloud analysis in a production quality guarantor computer vision system

“…This is a trend towards deep automation using cyber-physical systems and industrial internet of things. Modern approaches to the automation of manufacturing enterprises, instead of the complete replacement of a person by a robot, offer a rational combination of human and artificial intelligence [3,4]. The main solution is seen in supporting the operational activities of personnel by automating the processing of big volumes of data or monitoring compliance with technological processes.…”

Intelligent human resources for the adoption of artificial intelligence: a systematic literature review

“…This reports that the majority, hence nine of the authors classified in this cluster, carried out research focused on grasping how technology in HR may drive the maximisation of profits for organisations (Choi and Choi, 2021;Ivaschenko et al, 2021;Pereira et al, 2021;Song and Wu, 2021). According to Chakraborty et al (2020), AI acts to reduce human errors, assists in dealing with risks and enables swift decision-making.…”

“…This reports that the majority, hence nine of the authors classified in this cluster, carried out research focused on grasping how technology in HR may drive the maximisation of profits for organisations (Choi and Choi, 2021; Ivaschenko et al. , 2021; Pereira et al.…”

How artificial intelligence impacts the competitive position of healthcare organizations

“…(2023) highlights a strong impact of AI on managing human resources. In particular, they show that the adoption of AI influences: (1) profit maximization through decision support and the automation of employees' work (Stanley and Aggarwal, 2019; Ivaschenko et al. , 2021; Pereira et al.…”

“…(2023) highlights a strong impact of AI on managing human resources. In particular, they show that the adoption of AI influences: (1) profit maximization through decision support and the automation of employees' work (Stanley and Aggarwal, 2019;Ivaschenko et al, 2021;Pereira et al, 2023), (2) talent acquisition (Pillai and Sivathanu, 2020;Johnson et al, 2020;Mirowska and Mesnet, 2022) and (3) the training of HR staff to help them perform their tasks (Yorks et al, 2020;Sturm et al, 2021).…”