Beyond the Hype: Challenges and Organizational Dynamics in GAI Implementation : A case study of a large company implementing Generative AI applications

Sammanfattning

Artificial Intelligence (AI) is revolutionizing industries by enhancing efficiency, productivity, and innovation. However, integrating AI into an organization is a lengthy and complex process, often taking years and frequently failing to meet objectives due to the distinct challenges posed by AI technologies compared to conventional IT. This study explores the organizational dynamics influencing AI implementations by following anintegration process within a large Swedish company. Through employing a qualitative approach that combines interviews, observations, and secondary data, the research provides insights into AI’s organizational impact. The study identifies key drivers, challenges, and actions to navigate the challenges. Drivers include experimental innovation, expected improvements, and adaptation to technological advancements. However, challenges such as expectation management, technological difficulties, and resistance to change complicate the integration process. Therefore, actions such as effective communication, user-centric design, and robust document management showed to be necessary to navigate the complexities of the AI implementation. The study concludes by offering managerial implications, emphasizing the importance of identifying AI use-cases, fostering a culture of experimentation, and maintaining clear communication throughout the implementation process.