It’s smart, but you know, it lacks that human touch! : Exploring and designing for dynamic user control in AI-driven automated systems

Sammanfattning

As Artificial Intelligence (AI) and automation become more intertwined, understanding their impact on user control is essential. This study investigates dynamic user control in AI-driven automated systems, particularly in work environments. While adaptive automation (AA) has been extensively studied, there's a gap in research on adaptable and hybrid automation, where users control the level of automation (LOA). We bridge this gap with a design-oriented case study structured into three phases, evaluating one adaptable and one hybrid prototype. By understanding real-world perspectives of users and providers of an AI-driven automation system, we address the question: "How can we support users with dynamic control when designing for human-centred automation?”. Our findings are synthesized into insights that suggest a preference for a hybrid approach; one that balances user and AI-system collaboration, providing adaptive and personalized support, without overwhelming adaptability. Overall, our results conclude the importance of human involvement in the automation process, underscoring the need for "human touch” in the design of humancentred automation (HCAI).