AI and the transformation of industrial work: Hybrid intelligence vs double-black box effect

It is uncertain how the application of artificial intelligence (AI) technology transforms industrial work. We address this question from the perspective of cognitive systems, which, in this case, includes considerations of AI and process transparency, resilience, division of labor, and worker skills. We draw from a case study on glass tempering that includes a machine-vision-based quality control system and an advanced automation process control system. Based on task analysis and background literature, we develop the concept of hybrid intelligence that implies balanced AI transparency that supports upskilling and resilience. So-called fragmented intelligence, in turn, may result from the combination of the complexity of advanced automation along with the complexity of the process physics that places critical emphasis on expert knowledge. This combination can result in the so-called “double black box effect”, given that designing for understandability for the line workers might not be feasible: expert networks are needed for resilience.