Adoption of Generative Artificial Intelligence in Professional Services : A case Study of an Established Firm

Sammanfattning

This study explores the adoption of Generative Artificial Intelligence within an established Professional Service Firm, focusing on its implementation in tax operations through a single case study. The findings reveal that while Generative Artificial Intelligence automates some menial tasks, its primary function is to augment the capabilities of tax professionals across various use cases. Despite a gradual transformation and anticipated disruptions yet to fully materialize, improvements in efficiency and quality of deliverables are reported. As professionals navigate challenges such as hallucinations, potential data breaches and difficulties allocating time, two distinct strategies emerge: implementation-methods and learning-methods. Implementation-methods involve procedures for integrating AI into workflows, characterized by validating and revising AI inputs and outputs. Learning-methods instead describe how professionals develop expertise in using AI through experimentation and collaboration, highlighting the significance of social support in the adoption process. Ultimately, while the integration of AI enhances client deliverables and offers valuable learning opportunities for the firm, concerns arise regarding the acquisition of domain knowledge by junior staff, potentially impacting their future effectiveness in leadership roles.