At the intersection of AI and human expertise : A case study on employee positioning and organizational support in AI-driven digital transformation

Sammanfattning

The most hyped technology today is Artificial Intelligence (AI). Advancements in AI emphasize a required transformation of work practices and organizational operations, ultimately affecting human expertise. While the integration of AI has been explored, there is a lack of research on how humans perceive and act on AI in relation to their work. Therefore, this study addresses the following research question: “How is human expertise reshaped and enacted in everyday work practices when AI becomes integrated into an organization?” To explore this, a qualitative case study was conducted in a global technological enterprise setting. The result of the study provided practical insights into the usage of AI, highlighting expectations as a main driver for AI adoption and identifies AI as an enabler for work transformation. Alongside navigating uncertainties, employees continuously renegotiate their expertise in relation to AI systems. The study concluded that expertise shifts mainly to how to use AI effectively in your work, and that limited knowledge could lead to a lack of affordance and a risk of not achieving intended goals with the implementation of AI. To avoid this, organizational structures need to focus on localized and practical learning to enhance AI knowledge in relation to personal human expertise.