The Role of AI-Powered Tools in Organisational Decision-Making

Sammanfattning

The master’s thesis explores how employees in private and public sector organisations use AI-Powered tools in organizational decision-making and what benefits and challenges they experience from using such tools. Further, the study explores how these tools can be leveraged to support better decisions. For this, qualitative research was conducted, where data were collected through interviews with eight purposively selected employees from organisations in Sweden’s Skåne region. The collected data were analysed thematically to conclude to six themes that represent the findings. The findings, interpreted and discussed with the help of the theoretical framework, including sensemaking theory. The findings show that AI-powered tools are increasingly used in operational and tactical decision-making, particularly through secure, in-house generative AI systems. While private sector organisations adopt these tools rapidly for efficiency and competitive advantage, public sector entities proceed more cautiously, prioritizing compliance, data security, and public accountability. Across both sectors, AI is viewed as a supportive tool rather than a decision-maker, with human oversight remaining essential. Key benefits include improved speed, consistency, and collaboration, while challenges involve transparency, over-reliance, and regulatory constraints. The master’s thesis study contributes both conceptually and practically by offering insights into responsible AI integration and emphasizing the importance of contextual use, user training, and organizational alignment.