Article: Effectiveness of AI-based decision support systems in work environment: a systematic literature review Journal: International Journal of Human Factors and Ergonomics (IJHFE) 2024 Vol.11 No.5 pp.1 - 54 Abstract: Artificial intelligence (AI) is being increasingly used in high-stakes working areas to augment experts in challenging decision-making situations. The AI support is intended to reduce the cognitive load on experts, which should ideally be reflected both in a greater sense of well-being when working on demanding tasks and in joint performance exceeding that of both the humans and AI alone. However, the extent and conditions of achievement (such as the AI accuracy and explainability) of these intended effects have not been systematically investigated. Therefore, we identified and reviewed 44 articles published since 2018 that have investigated the effects of AI-based decision support systems on experts in controlled experimental settings. The results suggest that, for optimal human-AI performance, which surpasses the performance of either alone, both must operate at similar and high levels. However, the effect on the psychological load remains unclear owing to limited research. Inderscience Publishers - linking academia, business and industry through research

Title: Effectiveness of AI-based decision support systems in work environment: a systematic literature review

Authors: Katharina Buschmeyer; Julie Zenner; Sarah Hatfield

Addresses: Faculty of Business, Augsburg Technical University of Applied Science, Augsburg, 86163, Germany ' Faculty of Liberal Arts and Science, Augsburg Technical University of Applied Science, Augsburg, 86163, Germany ' Faculty of Business, Augsburg Technical University of Applied Science, Augsburg, 86163, Germany

Abstract: Artificial intelligence (AI) is being increasingly used in high-stakes working areas to augment experts in challenging decision-making situations. The AI support is intended to reduce the cognitive load on experts, which should ideally be reflected both in a greater sense of well-being when working on demanding tasks and in joint performance exceeding that of both the humans and AI alone. However, the extent and conditions of achievement (such as the AI accuracy and explainability) of these intended effects have not been systematically investigated. Therefore, we identified and reviewed 44 articles published since 2018 that have investigated the effects of AI-based decision support systems on experts in controlled experimental settings. The results suggest that, for optimal human-AI performance, which surpasses the performance of either alone, both must operate at similar and high levels. However, the effect on the psychological load remains unclear owing to limited research.

Keywords: artificial intelligence; decision making; AI-based decision support systems; cognitive relief; task performance.

DOI: 10.1504/IJHFE.2024.142761

International Journal of Human Factors and Ergonomics, 2024 Vol.11 No.5, pp.1 - 54

Received: 04 Jun 2024
Accepted: 25 Oct 2024
Published online: 20 Nov 2024 *

Title: Effectiveness of AI-based decision support systems in work environment: a systematic literature review

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