The transformative impact of AI on knowledge management processes

Maayan Nakash · Ettore Bolisani

47 citations0/0 files storedBusiness Process Management Journal

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Knowledge Management and Technology Artificial Intelligence Applications Knowledge Management and Sharing

Abstract

Purpose This study seeks to explore the prospective strategic relationship between knowledge management (KM) and artificial intelligence (AI) by examining how AI technologies are currently perceived to enhance critical knowledge management processes (KMPs) in organizations. Design/methodology/approach An online survey of 378 employees and managers, representing a diverse range of sociodemographic and occupational backgrounds, evaluated the perceived usefulness of AI in key KMPs: knowledge acquisition, documentation, sharing and application. It also evaluated the perceived importance of AI implementation and trust in AI tools for KMPs, inspired by established theoretical frameworks for technology acceptance. Statistical tests included ANOVA, t-tests, MANOVA, Pearson and Spearman. Findings AI is perceived as highly beneficial across all KMPs, with varying degrees of usefulness. Specifically, managers generally see higher potential in AI for KM than regular employees. Positive attitudes toward AI were noted among knowledge managers for knowledge acquisition and graduated for knowledge application. The findings also show a positive correlation between the perceived usefulness of AI, the importance of its implementation and trust in AI tools. Surprisingly, the high-tech sector reported lower perceptions of AI’s usefulness, especially for knowledge acquisition and sharing. Gender, age, seniority and organization size showed no significant impact. Originality/value Given that research on AI in KM is still in its early stages and largely theoretical, this empirical investigation is timely. The findings thus represent a pioneering effort in harnessing the potential of AI within knowledge-intensive organizational environments.

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1991Firm Resources and Sustained Competitive Advantage 2003User Acceptance of Information Technology: Toward A Unified View1 2012lavaan : An R Package for Structural Equation Modeling 1995The Knowledge-Creating Company 1985The general causality orientations scale: Self-determination in personality 2020Human Trust in Artificial Intelligence: Review of Empirical Research 2012Social research 2.0: virtual snowball sampling method using Facebook

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