AI as an organizational agent to nurture: effectively introducing chatbots in public entities

Abstract

We investigate how AI introduction affects public entities at the micro-level, hence the roles, competences and tasks of the agents involved. In doing so, we rely on the organizational design theory and we focus on a specific AI solution (chatbot) implemented within a defined microstructure, the customer service department. Using data collected through six exploratory case studies, we show how the creation of an AI team becomes a novel form of organizing that solves the universal problems of organizing. Results confirm that AI implementation is a complex organizational challenge and suggest that artificial agents act similarly to human ones.