The group mind of hybrid teams with humans and intelligent agents in knowledge-intense work

Abstract

Studies regularly demonstrate how well intelligent agents (IAs) can support humans or are demonstrably superior to them in some areas. Given that some tasks likely remain unsuitable for even the most intelligent machines in the mid-future, work in hybrid teams of humans and IAs—where the capabilities of both are effectively combined—will most likely shape the way we work in the coming decades. In an abductive study, we investigate an early example of hybrid teams, consisting of a conversational intelligent agent (IA) and humans, that aims to improve health behavior or change personality traits. We theorize Transactive Intelligent Memory System (TIMS) as a new vision of collaboration between humans and IAs in hybrid teams, based on our empirical insights and our literature review on transactive memory systems theory. Our empirical evidence shows that IAs can develop a form of individual and external memory, and hybrid teams of humans and IAs can realize joint systems of transactive memory—a competence that current literature only ascribes to humans. We further find that whether individuals view IAs merely as external memory aids or as part of their teams’ transactive memory is moderated by the tasks’ complexity and knowledge intensity, as well as the IA's ability to complete the task. This theorizing helps to better understand the role of IAs in future team-based working processes. Developers of IAs can use TIMS as a tool for requirements formulation to prepare their software agents for collaboration in hybrid teams.