Experts in the Loop: Why Humans Will Not Be Displaced by Machines when there Is “No Right Answer”
Year: 2024
Type: conference-paper
Abstract: This paper explores the resilience of human expertise in an age of Large Language Models (LLMs) and establishes a framework and methodology for the ongoing value of human experts alongside conversational AI systems. Our framework identifies three themes that define the unique value of human expertise: curating knowledge, personalizing interactions, and offering a perspective. For each theme, we outline strategies and tactics used by human experts that AI struggles to meaningfully replicate at scale. We contrast this with complementary strategies that AI systems are uniquely positioned to offer. Finally, we provide design and engineering principles to guide product teams seeking to shape the implementation of this emerging technology in a way that augments, rather than automates, human experts across consumer domains. The framework and methodology are described in practice through a case study of travel planning—a domain where there is “no right answer”.
DOI: 10.1111/epic.12203
Authors: TOM HOY, JANNEKE VAN HOFWEGEN
Institution: Google (United States)
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: hybrid
OpenAlex ID: W4407381599