Spring, Martin and Faulconbridge, James and Sarwar, Atif (2022) How information technology automates and augments processes: Insights from Artificial-Intelligence-based systems in professional service operations. Journal of Operations Management, 68 (6-7). 592 -618. ISSN 0272-6963
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Abstract
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.
| Item Type: | Article |
|---|---|
| Additional Information and Comments: | This is an open access article under the terms of the Creative Commons Attribution License, which permits use, distribution and reproduction in any medium, provided the original work is properly cited. © 2022 The Authors. Journal of Operations Management published by Wiley Periodicals LLC on behalf of Association for Supply Chain Management, Inc. |
| Keywords: | artificial intelligence, customer contact, expertise, information technology, professional services |
| Faculty / Department: | Faculty of Business, Law and Criminology > Liverpool Hope Business School |
| Depositing User: | Atif Sarwar |
| Date Deposited: | 21 Oct 2022 10:47 |
| Last Modified: | 21 Oct 2022 10:47 |
| URI: | https://hira.hope.ac.uk/id/eprint/3652 |
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