An intelligent sociotechnical systems (iSTS) framework: Enabling a hierarchical human-centered AI (hHCAI) approach

Abstract: While AI offers significant benefits, it also has negatively impacted humans and society. A human-centered AI (HCAI) approach has been proposed to address these issues. However, current HCAI practices have shown limited contributions due to a lack of sociotechnical thinking. To overcome these challenges, we conducted a literature review and comparative analysis of sociotechnical characteristics with respect to AI. Then, we propose updated sociotechnical systems (STS) design principles. Based on these findings, this paper introduces an intelligent sociotechnical systems (iSTS) framework to extend traditional STS theory and meet the demands with respect to AI. The iSTS framework emphasizes human-centered joint optimization across individual, organizational, ecosystem, and societal levels. The paper further integrates iSTS with current HCAI practices, proposing a hierarchical HCAI (hHCAI) approach. This hHCAI approach offers a structured approach to address challenges in HCAI practices from a broader sociotechnical perspective. Finally, we provide recommendations for future iSTS and hHCAI work.