An Exploratory Study of AI Chatbot Usage in a Knowledge Intensive Organizational Context : An explorative case study prior to AI implementation into a knowledge intensive technical support department at an IT consulting company in central Sweden

Sammanfattning

This study is conducted with the advent of Artificial Intelligence (AI) and how it has changed and disrupted different fields. With this as a starting point the authors decided to perform an explorative case study in an IT first-line customer support department in Sweden. In this context this thesis explored how an AI chatbot can be used to facilitate knowledge creation and retention. What factors are essential to make employees accept and adopt the new AI tool and lastly how said tool can be utilized within the employee training and onboarding process as a MCS to support managers in solving issues surrounding personal control and action control. The study concludes that AI technology can be utilized to aid in knowledge creation and retention. This study concludes that the most important variables when it comes to employees accepting and adopting a new AI tool, surround factors such as performance expectancy and ease of use in combination with its design. Lastly, this study concludes that the AI tool constructed for learning can act as a MCS to help managers with different aspects of control such as personnel control and action control. Managers will also have to manage the AI and how it interacts with the employees.