Generative AI to Enhance Situational Awareness and Collaboration: A Co-Worker for Tech Support in Enterprise Environments
Authors: Karaca, Y., Sarsar, G., Dogan, H. and Giff, S.
Conference: IEEE Conference on Artificial Intelligence (IEEE CAI 2025)
Dates: 5-7 May 2025
Abstract:Generative AI (GenAI) is revolutionizing enterprise operations by enhancing Situational Awareness (SA) and decision-making. This paper integrates insights from the OODA Loop and the Agent Teaming Situation Awareness (ATSA) framework to explore human-AI team (HAT) collaboration in tech support. Key themes include Shared Situational Awareness (SSA), Shared Mental Models (SMMs), Belief-Desire-Intention (BDI), and Explainable AI (XAI). Emphasizing trust and transparency, we propose a hybrid system to address challenges in achieving trust in AI systems. Findings demonstrate how GenAI improves productivity while fostering adaptability and trust in dynamic enterprise environments.
Source: Manual
