Artificial intelligence (AI) technologies promise to transform how professionals conduct knowledge work by augmenting their capabilities for making professional judgments. We know little, however, about how human-AI augmentation takes place in practice. Yet, gaining this understanding is particularly important when professionals use AI tools to form judgments on critical decisions. This talk illustrates the hindering effects of opacity that professionals experienced when using AI tools and explores how these professionals grappled with it in practice. It unpacks the challenges involved in augmenting professional judgment with powerful, yet opaque, technologies and contributes to literature on AI adoption in knowledge work.
Hila Lifshitz-Assaf, Associate Professor of Information, Operations and Management Sciences at New York University