Conceptualizing a Socio-technical Model for Evaluating AI-driven Technology

Abstract

Socio-technical models have been developed to address challenges inherent to complex systems. The goal of this paper was to conceptualize a comprehensive socio-technical model, integrating technological and measurement-based dimensions of AI technology with socio-technical dimensions. This model addresses current limitations in operationalizing AI-driven technology interventions in complex adaptive environments. Building off of previous models, eight dimensions were identified to account for factors influencing the success of AI-driven technology interventions in complex, adaptive organizations, including hardware and software; content; user interface; people; workflow and communication; organizational policies, procedure, and culture; external rules, regulations, and forces; and measurement and monitoring. This model provides new avenues of thinking regarding socio-technical dimensions for adopting AI-driven technology by organizations and how these can be accounted for in AI-driven technology interventions and research.