Understanding Human-AI Task Delegation in User Support
Jaakko Vuolasto, Kari Koskinen · Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences · 2026
User support is of growing importance as companies are more dependent on externally provided digital solutions. Artificial intelligence (AI) is proposed as a tool for improving the efficiency and automation of user support. However, understanding the essence of user support is required before any of its activities can be delegated to AI agents. Based on 17 interviews of professionals involved in user support, our research reveals the granularity of support process, which has implications for the use of different AI tools. Particularly, aligning with the user is challenging for the AI tools. The research argues for the inclusion of the human dimension into the attributes of task delegation to information systems (IS) artefacts, while also further demonstrating that there is a long way to go before AI can be given full agency in user support.