User Assistance for Intelligent Systems
Stefan Morana, Jella Pfeiffer, Marc T. P. Adam · Business & Information Systems Engineering · 2020
Intelligent systems have become ubiquitous in modern life and increasingly shift the performance of tasks away from humans (Davenport and Kirby 2016 ). Although this development has many advantages, the interplay between intelligent systems and humans remains a societal and technological challenge (Maedche et al. 2019 ; Seeber et al. 2020 ). Taking humans out of the loop may lead to “mindless” ways of working and cause a range of errors due to unforeseen task complexities. Furthermore, human capabilities cannot always cope with intelligent systems’ functionalities (Brynjolfsson and McAfee 2016 ). In sum, intelligent systems have increased their capabilities and functionalities with a rapid pace and thereby widened the gap to the humans’ (cognitive) capabilities to comprehend and utilize these systems.