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Lessons Learned in Human-Artificial Intelligence Teaming in Business Processes

March 2022 Conference Paper
Michael J. Mendenhall (Air Force Research Laboratory), Gilbert L. Peterson (Air Force Research Laboratory), Alexander Graves (Air Force Research Laboratory), Jonathan W. Butler (Air Force Research Laboratory)

This paper was presented at the 2022 AAAI Spring Symposium on AI Engineering.


Software Engineering Institute


There are three teams that exist in research, development and deployment of a business process focused Artificial Intelligence (AI) system. These include the customer team, AI team, and User Experience/Interface (UX/I) team. This article presents six (6) lessons team members need to learn and adopt in order to be successful: the problem that needs to be solved is not always obvious; an AI business process automation system still needs people; State of the art and user expectations need to be aligned; Adding AI-automation to a business process is more than data in and data out; be cognizant of shifting workloads; and the AI-automation may have to operate as a silent partner. These lessons are discussed within the context of the research and development of a Human Resource Apprentice to assist the evaluation of resumes against the specialized experience required for the advertised position.