IDEAS home Printed from https://ideas.repec.org/a/eee/bushor/v63y2020i2p205-213.html
   My bibliography  Save this article

Designing, developing, and deploying artificial intelligence systems: Lessons from and for the public sector

Author

Listed:
  • Desouza, Kevin C.
  • Dawson, Gregory S.
  • Chenok, Daniel

Abstract

Artificial intelligence applications in cognitive computing systems can be found in organizations across every market, including chatbots that help customers navigate websites, predictive analytics systems used for fraud detection, and augmented decision-support systems for knowledge workers. In this article, we share reflections and insights from our experience with AI projects in the public sector that can add value to any organization. We organized our findings into four thematic domains—(1) data, (2) technology, (3) organizational, and (4) environmental—and examine them relative to the phases of AI. We conclude with best practices for capturing value with cognitive computing systems.

Suggested Citation

  • Desouza, Kevin C. & Dawson, Gregory S. & Chenok, Daniel, 2020. "Designing, developing, and deploying artificial intelligence systems: Lessons from and for the public sector," Business Horizons, Elsevier, vol. 63(2), pages 205-213.
    • Handle: RePEc:eee:bushor:v:63:y:2020:i:2:p:205-213
    DOI: 10.1016/j.bushor.2019.11.004
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0007681319301582
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.bushor.2019.11.004?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Canhoto, Ana Isabel & Clear, Fintan, 2020. "Artificial intelligence and machine learning as business tools: A framework for diagnosing value destruction potential," Business Horizons, Elsevier, vol. 63(2), pages 183-193.
    2. Kakatkar, Chinmay & Bilgram, Volker & Füller, Johann, 2020. "Innovation analytics: Leveraging artificial intelligence in the innovation process," Business Horizons, Elsevier, vol. 63(2), pages 171-181.
    3. Edwards, Lilian & Veale, Michael, 2017. "Slave to the Algorithm? Why a 'right to an explanation' is probably not the remedy you are looking for," LawArXiv 97upg, Center for Open Science.
    4. Lee, In & Shin, Yong Jae, 2020. "Machine learning for enterprises: Applications, algorithm selection, and challenges," Business Horizons, Elsevier, vol. 63(2), pages 157-170.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Abou-Foul, Mohamad & Ruiz-Alba, Jose L. & López-Tenorio, Pablo J., 2023. "The impact of artificial intelligence capabilities on servitization: The moderating role of absorptive capacity-A dynamic capabilities perspective," Journal of Business Research, Elsevier, vol. 157(C).
    2. Manis, K.T. & Madhavaram, Sreedhar, 2023. "AI-Enabled marketing capabilities and the hierarchy of capabilities: Conceptualization, proposition development, and research avenues," Journal of Business Research, Elsevier, vol. 157(C).
    3. Zirar, Araz & Ali, Syed Imran & Islam, Nazrul, 2023. "Worker and workplace Artificial Intelligence (AI) coexistence: Emerging themes and research agenda," Technovation, Elsevier, vol. 124(C).
    4. Gianluca MISURACA & Colin van Noordt, 2020. "AI Watch - Artificial Intelligence in public services: Overview of the use and impact of AI in public services in the EU," JRC Research Reports JRC120399, Joint Research Centre.
    5. Yu-Che Chen & Michael J. Ahn & Yi-Fan Wang, 2023. "Artificial Intelligence and Public Values: Value Impacts and Governance in the Public Sector," Sustainability, MDPI, vol. 15(6), pages 1-22, March.
    6. Araz Zirar, 2023. "Can artificial intelligence’s limitations drive innovative work behaviour?," Review of Managerial Science, Springer, vol. 17(6), pages 2005-2034, August.
    7. Colombelli, Alessandra & Belitski, Maksim & D’Amico, Elettra, 2023. "Artificial Intelligence and Firm Innovation: The Resource-Allocation Perspective," Department of Economics and Statistics Cognetti de Martiis LEI & BRICK - Laboratory of Economics of Innovation "Franco Momigliano", Bureau of Research in Innovation, Complexity and Knowledge, Collegio 202304, University of Turin.
    8. Rocco, Salvatore, 2022. "Implementing and managing Algorithmic Decision-Making in the public sector," SocArXiv ex93w, Center for Open Science.
    9. Sjödin, David & Parida, Vinit & Palmié, Maximilian & Wincent, Joakim, 2021. "How AI capabilities enable business model innovation: Scaling AI through co-evolutionary processes and feedback loops," Journal of Business Research, Elsevier, vol. 134(C), pages 574-587.
    10. Pietronudo, Maria Cristina & Croidieu, Grégoire & Schiavone, Francesco, 2022. "A solution looking for problems? A systematic literature review of the rationalizing influence of artificial intelligence on decision-making in innovation management," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
    11. Luca Dal Bene & Paolo Franchi & Antonella Garna & Giacomo Pieraccioli & Monica Piovi & Paolo Torrico, 2022. "La digitalizzazione dei servizi di supporto in sanità. L?esperienza di ESTAR," MECOSAN, FrancoAngeli Editore, vol. 2022(123), pages 195-209.
    12. Zhang, Weidong & Zuo, Na & He, Wu & Li, Songtao & Yu, Lu, 2021. "Factors influencing the use of artificial intelligence in government: Evidence from China," Technology in Society, Elsevier, vol. 66(C).
    13. Watson, Graeme J. & Desouza, Kevin C. & Ribiere, Vincent M. & Lindič, Jaka, 2021. "Will AI ever sit at the C-suite table? The future of senior leadership," Business Horizons, Elsevier, vol. 64(4), pages 465-474.
    14. Black, J. Stewart & van Esch, Patrick, 2020. "AI-enabled recruiting: What is it and how should a manager use it?," Business Horizons, Elsevier, vol. 63(2), pages 215-226.
    15. Mariani, Marcello M. & Machado, Isa & Magrelli, Vittoria & Dwivedi, Yogesh K., 2023. "Artificial intelligence in innovation research: A systematic review, conceptual framework, and future research directions," Technovation, Elsevier, vol. 122(C).
    16. Thomas Cantens, 2023. "How will the State think with the assistance of ChatGPT? The case of customs as an example of generative artificial intelligence in public administrations," CERDI Working papers hal-04233370, HAL.
    17. Noha Diab & Nicoleta Isac & Cosmin Dobrin, 2022. "Artificial Intelligence (AI) and Jobs: The Impact of Pandemic on Governmental Organizations in Istanbul - Turkey," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 23(1), pages 46-64, March.
    18. Tan Yigitcanlar & Rashid Mehmood & Juan M. Corchado, 2021. "Green Artificial Intelligence: Towards an Efficient, Sustainable and Equitable Technology for Smart Cities and Futures," Sustainability, MDPI, vol. 13(16), pages 1-14, August.
    19. Colombelli, Alessandra & Belitski, Maksim & D’Amico, Elettra, 2023. "Artificial Intelligence and Firm Innovation: The Resource-Allocation Perspective," Department of Economics and Statistics Cognetti de Martiis. Working Papers 202316, University of Turin.
    20. Manjul Gupta & Carlos M. Parra & Denis Dennehy, 2022. "Questioning Racial and Gender Bias in AI-based Recommendations: Do Espoused National Cultural Values Matter?," Information Systems Frontiers, Springer, vol. 24(5), pages 1465-1481, October.
    21. Makarius, Erin E. & Mukherjee, Debmalya & Fox, Joseph D. & Fox, Alexa K., 2020. "Rising with the machines: A sociotechnical framework for bringing artificial intelligence into the organization," Journal of Business Research, Elsevier, vol. 120(C), pages 262-273.
    22. Mariya Armyanova & Yanka Aleksandrova, 2022. "Artificial Intelligence System Problems and Opportunities to Solve Them with Design Patterns," Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, Union of Scientists - Varna, Economic Sciences Section, vol. 11(2), pages 172-183, August.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Black, J. Stewart & van Esch, Patrick, 2020. "AI-enabled recruiting: What is it and how should a manager use it?," Business Horizons, Elsevier, vol. 63(2), pages 215-226.
    2. Paschen, Ulrich & Pitt, Christine & Kietzmann, Jan, 2020. "Artificial intelligence: Building blocks and an innovation typology," Business Horizons, Elsevier, vol. 63(2), pages 147-155.
    3. Bavaresco, Rodrigo Simon & Nesi, Luan Carlos & Victória Barbosa, Jorge Luis & Antunes, Rodolfo Stoffel & da Rosa Righi, Rodrigo & da Costa, Cristiano André & Vanzin, Mariangela & Dornelles, Daniel & J, 2023. "Machine learning-based automation of accounting services: An exploratory case study," International Journal of Accounting Information Systems, Elsevier, vol. 49(C).
    4. Neubert, Mitchell J. & Montañez, George D., 2020. "Virtue as a framework for the design and use of artificial intelligence," Business Horizons, Elsevier, vol. 63(2), pages 195-204.
    5. Alina Köchling & Marius Claus Wehner, 2020. "Discriminated by an algorithm: a systematic review of discrimination and fairness by algorithmic decision-making in the context of HR recruitment and HR development," Business Research, Springer;German Academic Association for Business Research, vol. 13(3), pages 795-848, November.
    6. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    7. Berk Kaan Kuguoglu & Haiko van der Voort & Marijn Janssen, 2021. "The Giant Leap for Smart Cities: Scaling Up Smart City Artificial Intelligence of Things (AIoT) Initiatives," Sustainability, MDPI, vol. 13(21), pages 1-16, November.
    8. Pietronudo, Maria Cristina & Croidieu, Grégoire & Schiavone, Francesco, 2022. "A solution looking for problems? A systematic literature review of the rationalizing influence of artificial intelligence on decision-making in innovation management," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
    9. Mariani, Marcello M. & Fosso Wamba, Samuel, 2020. "Exploring how consumer goods companies innovate in the digital age: The role of big data analytics companies," Journal of Business Research, Elsevier, vol. 121(C), pages 338-352.
    10. Watson, Graeme J. & Desouza, Kevin C. & Ribiere, Vincent M. & Lindič, Jaka, 2021. "Will AI ever sit at the C-suite table? The future of senior leadership," Business Horizons, Elsevier, vol. 64(4), pages 465-474.
    11. Fernandez Martinez, Roberto & Lostado Lorza, Ruben & Santos Delgado, Ana Alexandra & Piedra, Nelson, 2021. "Use of classification trees and rule-based models to optimize the funding assignment to research projects: A case study of UTPL," Journal of Informetrics, Elsevier, vol. 15(1).
    12. König, Pascal D. & Wenzelburger, Georg, 2021. "The legitimacy gap of algorithmic decision-making in the public sector: Why it arises and how to address it," Technology in Society, Elsevier, vol. 67(C).
    13. Ionut Anica-Popa & Liana Anica-Popa & Cristina Radulescu & Marinela Vrincianu, 2021. "The Integration of Artificial Intelligence in Retail: Benefits, Challenges and a Dedicated Conceptual Framework," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 120-120, February.
    14. Vasiliki Koniakou, 2023. "From the “rush to ethics” to the “race for governance” in Artificial Intelligence," Information Systems Frontiers, Springer, vol. 25(1), pages 71-102, February.
    15. Ayat Sami ODEIBAT, 2021. "The Effect Of Technology Evolution On The Future Of Jobs," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 17, pages 57-67, June.
    16. Li, Chia-Ying & Zhang, Jin-Ting, 2023. "Chatbots or me? Consumers’ switching between human agents and conversational agents," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    17. Ming‐Lang Tseng & Hien Minh Ha & Thi Phuong Thuy Tran & Tat‐Dat Bui & Chih‐Cheng Chen & Chun‐Wei Lin, 2022. "Building a data‐driven circular supply chain hierarchical structure: Resource recovery implementation drives circular business strategy," Business Strategy and the Environment, Wiley Blackwell, vol. 31(5), pages 2082-2106, July.
    18. Yakubu, Hanan & Kwong, C.K., 2021. "Forecasting the importance of product attributes using online customer reviews and Google Trends," Technological Forecasting and Social Change, Elsevier, vol. 171(C).
    19. Koefer, Franziska & Lemken, Ivo & Pauls, Jan, 2023. "Fairness in algorithmic decision systems: A microfinance perspective," EIF Working Paper Series 2023/88, European Investment Fund (EIF).
    20. Canhoto, Ana Isabel & Clear, Fintan, 2020. "Artificial intelligence and machine learning as business tools: A framework for diagnosing value destruction potential," Business Horizons, Elsevier, vol. 63(2), pages 183-193.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:bushor:v:63:y:2020:i:2:p:205-213. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/bushor .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.