Recalibrating Human Capability Advancement Priorities to Balance Tension and Dynamics between Human Intelligence versus Artificial Intelligence in Service-Oriented Organizations

Abstract

Artificial intelligence (AI) has been profoundly integrated into service-oriented organizations. As a result, these organizations have experienced increased efficiency, reduced costs, and increased productivity. Nevertheless, human intelligence (HI) still remains critical due to various factors, including its capacity to be uniquely creative, portray emotional intelligence, and comply with ethical imperatives. This study explores the existing dynamic as well as tension between AI and HI in service-oriented industries. It outlines the ethical responsibility of organizations to facilitate the development of HI to match AI integration and ensure responsible and fair AI utilization in service-oriented organizations. In essence, the consideration focuses on recalibrating human capability advancement priorities in as much as AI and HI is concerned for the best interest of the service-oriented organizations.   This study integrates a literature review of peer-reviewed articles to make an analysis of the dynamics between AI and HI. Furthermore, case studies were analyzed to provide critical insights into human-AI collaboration paradigms. Subsequently, a thematic analysis was conducted to deduce various themes. AI is increasingly being deployed in service-oriented organizations. AI applications help in various areas like customer service and automation, improving efficiency and reducing costs for these businesses. However, HI continues to play an important role. HI is capable of emotional intelligence, ethics, and creativity, which AI applications lack. Therefore, it is vital to ensure effective AI-human collaboration that would be the underpinning for recalibrating human capability advancement priorities in service-oriented organizations.  There are various strategies for coordinating AI and HI to improve the performance of service-oriented organizations. Organizations are encouraged to implement upskilling programs to ensure employees can work alongside AI applications for improved results. By balancing AI and HI through upskilling and ethical responsibility, organizations will accomplish sustainable success in providing customer-centered services.