An intelligent sociotechnical systems (iSTS) concept: Toward a sociotechnically-based hierarchical human-centered AI approach

While artificial intelligence (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 between the non-AI and AI eras. Then, we propose updated sociotechnical systems (STS) design principles. Based on these findings, this paper introduces a concept of intelligent sociotechnical systems (iSTS) to enhance traditional STS theory and meet the demands of the AI era. The iSTS concept emphasizes human-centered joint optimization across individual, organizational, ecosystem, and social levels. The paper further integrates iSTS with current HCAI practices, proposing a hierarchical HCAI framework. This framework offers a structured approach to address challenges in HCAI practices from a broader sociotechnical perspective. Finally, we provide recommendations to advance HCAI practice.