Exploring the Role of Trust during Human-AI Collaboration in Managerial Decision-Making Processes

Abstract

Despite the growing popularity of using Artificial Intelligence-based (AI-based) models to assist human decision-makers, little is known about how managers in business environments approach AI-assisted decision-making. To this end, our research is guided by two questions: (1) What facets make the Human (Manager)-AI decision-making process trustworthy, and (2) Does trust in AI depend on the degree to which the AI agent is humanized? Our results show that (a) AI is preferred for operational versus strategic decisions, (b) the ability to interpret the decision-making process of AI agents would help improve user trust and alleviate calibration bias, (c) humanoid interaction styles such as conversations were believed to improve the interpretability of the decision-making process, and (d) organizational change management was essential for adopting AI technologies.