工厂操作员用智能助手共享知识，提升效率却带来隐私与管理矛盾
Factory Operators' Perspectives on Cognitive Assistants for Knowledge Sharing: Challenges, Risks, and Impact on Work
- 用手机语音助手和大模型聊天机器人支持工人间知识传递
- 能加快问题解决、提高效率，但易引发监控担忧和知识共享限制
- 适合关注人机协作、工厂智能化转型的研究者与管理者
在向以人为中心的制造模式转型的过程中，本研究通过为期两年的纵向调查，探讨了认知助手（CAs）在工厂中的实际影响。这些助手旨在促进工厂操作员之间的知识共享。研究聚焦于基于智能手机的语音助手和大语言模型驱动的聊天机器人，在真实工厂环境中评估其可用性与实用性。根据在工厂部署期间收集的定性反馈，我们进行了主题分析，考察了操作员对助手的感知、面临的挑战及其对工作流程和知识共享的整体影响。结果表明，尽管认知助手有望通过知识共享显著提升效率并加快生产问题解决，但也带来了对职场监控的担忧、可共享知识类型的限制，以及相较于人际交流的不足。此外，研究强调必须解决隐私问题、知识贡献负担，以及操作员与管理层之间的张力。
原文摘要 · Abstract (English)
In the shift towards human-centered manufacturing, our two-year longitudinal study investigates the real-world impact of deploying Cognitive Assistants (CAs) in factories. The CAs were designed to facilitate knowledge sharing among factory operators. Our investigation focused on smartphone-based voice assistants and LLM-powered chatbots, examining their usability and utility in a real-world factory setting. Based on the qualitative feedback we collected during the deployments of CAs at the factories, we conducted a thematic analysis to investigate the perceptions, challenges, and overall impact on workflow and knowledge sharing. Our results indicate that while CAs have the potential to significantly improve efficiency through knowledge sharing and quicker resolution of production issues, they also introduce concerns around workplace surveillance, the types of knowledge that can be shared, and shortcomings compared to human-to-human knowledge sharing. Additionally, our findings stress the importance of addressing privacy, knowledge contribution burdens, and tensions between factory operators and their managers.
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