{"id":"https://openalex.org/W6906795501","doi":"https://doi.org/10.18420/muc2024-mci-dc-360","title":"Augmentation through Generative AI: Exploring the Effects of Human-AI Interaction and Explainable AI on Service Performance","display_name":"Augmentation through Generative AI: Exploring the Effects of Human-AI Interaction and Explainable AI on Service Performance","publication_year":2024,"publication_date":"2024-01-01","ids":{"openalex":"https://openalex.org/W6906795501","doi":"https://doi.org/10.18420/muc2024-mci-dc-360"},"language":"en","primary_location":{"id":"doi:10.18420/muc2024-mci-dc-360","is_oa":true,"landing_page_url":"https://doi.org/10.18420/muc2024-mci-dc-360","pdf_url":null,"source":{"id":"https://openalex.org/S7407052918","display_name":"Gesellschaft f\u00fcr Informatik (GI)","issn_l":null,"issn":[],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"},"type":"article","indexed_in":["datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://doi.org/10.18420/muc2024-mci-dc-360","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Reinhard, Philipp","orcid":null},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Reinhard, Philipp","raw_affiliation_strings":[],"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.33555394,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":true,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.5062000155448914,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.5062000155448914,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11636","display_name":"Artificial Intelligence in Healthcare and Education","score":0.1784999966621399,"subfield":{"id":"https://openalex.org/subfields/2718","display_name":"Health Informatics"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T12026","display_name":"Explainable Artificial Intelligence (XAI)","score":0.05920000001788139,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5372999906539917},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.51419997215271},{"id":"https://openalex.org/keywords/generative-grammar","display_name":"Generative grammar","score":0.5049999952316284},{"id":"https://openalex.org/keywords/cognitive-load","display_name":"Cognitive load","score":0.45829999446868896},{"id":"https://openalex.org/keywords/cognition","display_name":"Cognition","score":0.4474000036716461},{"id":"https://openalex.org/keywords/task","display_name":"Task (project management)","score":0.4255000054836273},{"id":"https://openalex.org/keywords/generative-model","display_name":"Generative model","score":0.3986999988555908}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5807999968528748},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5372999906539917},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.51419997215271},{"id":"https://openalex.org/C39890363","wikidata":"https://www.wikidata.org/wiki/Q36108","display_name":"Generative grammar","level":2,"score":0.5049999952316284},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.459199994802475},{"id":"https://openalex.org/C61641136","wikidata":"https://www.wikidata.org/wiki/Q1107019","display_name":"Cognitive load","level":3,"score":0.45829999446868896},{"id":"https://openalex.org/C169900460","wikidata":"https://www.wikidata.org/wiki/Q2200417","display_name":"Cognition","level":2,"score":0.4474000036716461},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.4255000054836273},{"id":"https://openalex.org/C167966045","wikidata":"https://www.wikidata.org/wiki/Q5532625","display_name":"Generative model","level":3,"score":0.3986999988555908},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3693999946117401},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.3449000120162964},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.33340001106262207},{"id":"https://openalex.org/C115901376","wikidata":"https://www.wikidata.org/wiki/Q184199","display_name":"Automation","level":2,"score":0.31470000743865967},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.30649998784065247},{"id":"https://openalex.org/C2779439875","wikidata":"https://www.wikidata.org/wiki/Q1078276","display_name":"Natural language understanding","level":3,"score":0.30379998683929443},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.29319998621940613},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.2913999855518341},{"id":"https://openalex.org/C175154964","wikidata":"https://www.wikidata.org/wiki/Q380077","display_name":"Task analysis","level":3,"score":0.289900004863739},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.28790000081062317},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.27000001072883606},{"id":"https://openalex.org/C195324797","wikidata":"https://www.wikidata.org/wiki/Q33742","display_name":"Natural language","level":2,"score":0.25099998712539673}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.18420/muc2024-mci-dc-360","is_oa":true,"landing_page_url":"https://doi.org/10.18420/muc2024-mci-dc-360","pdf_url":null,"source":{"id":"https://openalex.org/S7407052918","display_name":"Gesellschaft f\u00fcr Informatik (GI)","issn_l":null,"issn":[],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"doi:10.18420/muc2024-mci-dc-360","is_oa":true,"landing_page_url":"https://doi.org/10.18420/muc2024-mci-dc-360","pdf_url":null,"source":{"id":"https://openalex.org/S7407052918","display_name":"Gesellschaft f\u00fcr Informatik (GI)","issn_l":null,"issn":[],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"},"sustainable_development_goals":[{"display_name":"Quality Education","id":"https://metadata.un.org/sdg/4","score":0.5793952941894531}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":[],"abstract_inverted_index":{"Generative":[0],"artificial":[1],"intelligence":[2],"(GenAI),":[3],"particularly":[4],"large":[5],"language":[6,14],"models":[7],"(LLMs),":[8],"offer":[9],"new":[10],"capabilities":[11],"of":[12,54,74,84,97],"natural":[13],"understanding":[15],"and":[16,22,46,90,93,121,148,167],"generation,":[17],"potentially":[18],"reducing":[19],"employee":[20],"stress":[21],"high":[23],"turnover":[24],"rates":[25],"in":[26,59,101,144,173],"customer":[27,60,165],"service":[28,57,79],"delivery.":[29],"However,":[30],"these":[31],"systems":[32],"also":[33],"present":[34],"risks,":[35],"such":[36,105],"as":[37,44,106],"generating":[38],"convincing":[39],"but":[40],"erroneous":[41,103],"responses,":[42],"known":[43],"hallucinations":[45],"confabulations.":[47],"Thus,":[48],"this":[49],"study":[50,115],"investigates":[51],"the":[52,82,95,114,160],"impact":[53],"GenAI":[55,75,152,156],"on":[56,87],"performance":[58],"support":[61],"settings,":[62],"emphasizing":[63],"augmentation":[64],"over":[65],"automation":[66],"to":[67,124,151],"address":[68],"three":[69,134],"key":[70,135],"inquiries:":[71],"identifying":[72],"patterns":[73],"infusion":[76],"that":[77],"alter":[78],"routines,":[80],"assessing":[81],"effects":[83],"human-AI":[85],"interaction":[86],"cognitive":[88,161],"load":[89,162],"task":[91],"performance,":[92],"evaluating":[94],"role":[96,143],"explainable":[98],"AI":[99],"(XAI)":[100],"detecting":[102],"responses":[104],"hallucinations.":[107],"Employing":[108],"a":[109,141],"design":[110],"science":[111],"research":[112],"approach,":[113],"combines":[116],"literature":[117],"reviews,":[118],"expert":[119],"interviews,":[120],"experimental":[122],"designs":[123],"derive":[125],"implications":[126],"for":[127],"designing":[128],"GenAI-driven":[129],"augmentation.":[130],"Preliminary":[131],"findings":[132],"reveal":[133],"insights:":[136],"(1)":[137],"Service":[138],"employees":[139,170],"play":[140],"critical":[142],"retaining":[145],"organizational":[146],"knowledge":[147],"delegating":[149],"decisions":[150],"agents;":[153],"(2)":[154],"Utilizing":[155],"co-pilots":[157],"significantly":[158],"reduces":[159],"during":[163],"stressful":[164],"interactions;":[166],"(3)":[168],"Novice":[169],"face":[171],"challenges":[172],"discerning":[174],"accurate":[175],"AI-generated":[176],"advice":[177],"from":[178],"inaccurate":[179],"suggestions":[180],"without":[181],"additional":[182],"explanatory":[183],"context.":[184]},"counts_by_year":[],"updated_date":"2025-11-06T06:51:31.235846","created_date":"2025-10-10T00:00:00"}