Abstract
This research paper explores Human-AI Collaboration in public services, focusing on the needs and understanding of AI among caseworkers in a public welfare organisation dealing with sick leave cases. Conducting a foresight study with 19 caseworkers we identify roles that AI systems can take contributing to improved services for citizens, more fulfilling everyday work for caseworkers and more efficient use of public resources. Our research delves into the entirety of tasks involved in sick leave case handling expanding beyond the digital touchpoints between humans and AI. It goes beyond human-AI interaction to encompass the broader scope of collaboration between humans and machines as joint cognitive systems and suggests thinking of AI as a collaborator that undertakes specific roles.
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Eriksson, C., Olsen, K., Schmager, S., Pappas, I.O., Vassilakopoulou, P. (2023). Human-AI Collaboration in Public Services: The Case of Sick Leave Case Handling. In: Janssen, M., et al. New Sustainable Horizons in Artificial Intelligence and Digital Solutions. I3E 2023. Lecture Notes in Computer Science, vol 14316. Springer, Cham. https://doi.org/10.1007/978-3-031-50040-4_4
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