Synergizing Human-AI Agency: A Guide of 23 Heuristics for Service Co-Creation with LLM-Based Agents

This empirical study serves as a primer for interested service providers to determine if and how Large Language Models (LLMs) technology will be integrated for their practitioners and the broader community. We investigate the mutual learning journey of non-AI experts and AI through CoAGent, a service co-creation tool with LLM-based agents. Engaging in a three-stage participatory design processes, we work with with 23 domain experts from public libraries across the U.S., uncovering their fundamental challenges of integrating AI into human workflows. Our findings provide 23 actionable “heuristics for service co-creation with AI”, highlighting the nuanced shared responsibilities between humans and AI. We further exemplar 9 foundational agency aspects for AI, emphasizing essentials like ownership, fair treatment, and freedom of expression. Our innovative approach enriches the participatory design model by incorporating AI as crucial stakeholders and utilizing AI-AI interaction to identify blind spots. Collectively, these insights pave the way for synergistic and ethical human-AI co-creation in service contexts, preparing for workforce ecosystems where AI coexists.

Ryan Watkins

Professor at George Washington University

I am a Professor with Human-Technology Collaboration and Educational Technology programs at George Washington University in Washington DC. I have written 12 books and more than 100 articles, and I co-host of the Parsing Science podcast where scientists tell the stories behind their research. I am also the developer of the WeShareScience.com online platform for sharing research videos, and SciencePods.com where researchers can create free podcasts about their science. My research interests include human interactions with intelligent machines, needs, needs assessments, and instructional design.