Abstract
Non-human agents are Artificial Intelligence-enabled technologies capable of adaptive actions, which represent novel interaction partners for human actors in service systems. This study analyses perceptions from value co-creation involving non-human agents to explore how their integration impacts well-being and how to shape well-being in such interactions. The exploratory, qualitative research design encompasses a two-pronged data collection approach in a living lab, considering the perspectives of 35 beneficiaries and 42 service providers. Four interaction characteristics impact well-being in value co-creation involving non-human agents: (1) Interaction outcome, (2) trust between interacting entities, (3) interaction space and (4) capabilities of interacting entities. Moreover, we outline resource integrating practices that allow service system entities to shape well-being. Our findings characterize AI-driven value co-creation from a well-being perspective and refine the nascent understanding of reciprocal interactions between humans and non-human agents in value co-creation.
