Empowering service systems through Intelligence Augmentation (IA) in digital society

Abstract

The paper explores the interpretative significance of relevance in the systemic qualification of “intelligence,” particularly in the context of Intelligence Augmentation (IA). Using the Viable System Approach (VSA) matrix, it delves into Informational Variety and Systemic Relevance to understand the incremental impact of AI in complex decision-making. The study reveals that, methodologically, the relevance of the viable system explains the synergistic collaboration between humans and machines, considering technology not just as an influential resource but also possessing structural criticality. “Intelligent” service systems, based on AI, transform into “wise” systems when components cooperate with technological resources. This interaction, rather than amplifying human capabilities, leads to cognitive enhancement, streamlining decision-making. The abstract emphasizes the incompleteness of current support systems, which focus solely on the quantitative aspect of information, suggesting that greater efficiency necessitates integrating human experiences, knowledge, and emotions. It underscores that the role of technology lies in how humans interact with it, and as technology becomes increasingly critical, algorithms will progressively shape AI decision-making processes. In summary, AI facilitates the transition of the business system from an intelligent to a wise configuration, integrating the rational component of AI with the emotional aspect of human intelligence.