The Rise of Human Machines: How Cognitive Computing Systems Challenge Assumptions of User-System Interaction

Journal of the Association for Information Systems, Vol. 21, No. 2, pp. 460-482, 2020

43 Pages Posted: 14 Jan 2021

See all articles by Sebastian Schuetz

Sebastian Schuetz

City University of Hong Kong (CityU) - Department of Information Systems

Viswanath Venkatesh

Virginia Polytechnic Institute and State University - Pamplin College of Business

Date Written: August 25, 2020

Abstract

Cognitive computing systems (CCS) are a new class of computing systems that implement more human-like cognitive abilities. CCS are not a typical technological advancement but an unprecedented advance toward human-like systems fueled by artificial intelligence. Such systems can adapt to situations, perceive their environments, and interact with humans and other technologies. Due to these properties, CCS are already disrupting established industries, such as retail, insurance, and healthcare. As we make the case in this paper, the increasingly human-like capabilities of CCS challenge five fundamental assumptions that we as IS researchers have held about how users interact with IT artifacts. These assumptions pertain to (1) the direction of the user-artifact relationship, (2) the artifact’s awareness of its environment, (3) functional transparency, (4) reliability, and (5) the user’s awareness of artifact use. We argue that the disruption of these five assumptions limits the applicability of our extant body of knowledge to CCS. Consequently, CCS present a unique opportunity for novel theory development and associated contributions. We argue that IS is well positioned to take this opportunity and present research questions that, if answered, will lead to interesting, influential, and original theories.

Keywords: Cognitive Computing Systems (CCS), Intelligent Agents (IA), Artificial Intelligence (AI), Expert Systems (ES), Assumptions, Research Agenda

JEL Classification: O30

Suggested Citation

Schuetz, Sebastian and Venkatesh, Viswanath, The Rise of Human Machines: How Cognitive Computing Systems Challenge Assumptions of User-System Interaction (August 25, 2020). Journal of the Association for Information Systems, Vol. 21, No. 2, pp. 460-482, 2020, Available at SSRN: https://ssrn.com/abstract=3680306

Sebastian Schuetz

City University of Hong Kong (CityU) - Department of Information Systems ( email )

83 Tat Chee Avenue
Kowloon
Hong Kong

Viswanath Venkatesh (Contact Author)

Virginia Polytechnic Institute and State University - Pamplin College of Business ( email )

VA
United States

HOME PAGE: http://vvenkatesh.com

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