Bouncing Past Internal Stickiness : Easing Knowledge Management Processes Through Human-AI Symbiosis

Sammanfattning

This thesis adds to the body of research examining how interactive AI-tools affect receptive absorption and utilization of knowledge. This phenomena is explored using a multiple case study in knowledge-intensive MNCs. A qualitative method is used, collecting data through semi-structured interviews that encompass multiple roles within the case organizations. The findings resulted in four emerging dimensions. First, the iterative dialogue demand, which includes (i) to search knowledge, (ii) to assess knowledge and (iii) to apply knowledge. This iterative dialogue should not be viewed in isolation, instead the steps are intertwined which spurs recipient absorption and utilization of knowledge. Second, knowledge-vacuum and knowledge-loss in the human sphere is deemed to have started happening and espouses a greater risk if accountability is outsourced to valuable tasks. Third, contextual awareness upon request is seemingly feasible, and could be achieved through back-end tailoring or in the iterative dialogue through continuous feeding. Fourth, tacit knowledge potential entails various outsourced components within the inherent tacit repertoire that the AI-tool is able, due to optimization and AI-tool proficiency. The findings support recipients' critical approach towards AI-tool output, while trust is acknowledged to be an integral part of absorbing and utilizing knowledge.