Att navigera på okänt vatten : En kvalitativ studie om AI:s påverkan på arbete, kundrelation och affärsmodell i ett IT-konsultbolag

Sammanfattning

The growth of digitalization puts pressure on IT- organizations to adapt to the ongoing technological changes, how things used to work are not sustainable today. Artificial Intelligence (AI) has become a central part of how organizations operate and affect workflows, professional roles, customer relationships and the business model, which needs to be considered when trying to overcome these difficulties. The purpose of this study is to examine what opportunities and challenges Agentic AI pose for an organization trying to navigate these difficulties. Using semi-structured interviews with adept system developers, a thematic analysis was conducted, where five themes were identified. The study indicates a growing interest in Artificial Intelligence, but also a lack of knowledge of how to apply and use it. The result shows the importance of keeping up with technological advancements regarding AI-development to maintain relevancy. However, how to do so in practice remains largely unexplored. The insight contributed valuable knowledge about which gaps need to be addressed, what organizations need to change internally and how this affects customer relationships and business models.