Paper Number
ECIS2026-2384
Paper Type
CRP
Abstract
Developing services that explicate and apply knowledge involves dynamics rooted in the multi-dimensional nature of knowledge. As knowledge is distributed across organizational sources and systems grow in complexity, organizations struggle to design effective services, especially in cooperative settings. The advancement of Generative Artificial Intelligence (GenAI) offers opportunities to leverage distributed knowledge and transform capabilities into services. This study examines how knowledge structures can enable capability development for the co-creation of GenAI-based services. Following a Design Science Research approach, we developed a reference architecture informed by literature reviews, three case studies, and expert interviews. Through seven design principles, the architecture connects the layers of Knowledge, Capabilities, and Service, guiding the configuration of GenAI for effective service design. The study provides actionable guidance for practitioners and a systematic framework for researchers to analyze knowledge-based service design in GenAI-enabled environments.
Recommended Citation
Burkhardt, Daniel; Herbst, Paul; and Lasi, Heiner, "Unleashing Knowledge: A Reference Architecture For GenAI-Based Co-Created Services" (2026). ECIS 2026 Proceedings. 10.
https://aisel.aisnet.org/ecis2026/conf_theme/conf_theme/10
Unleashing Knowledge: A Reference Architecture For GenAI-Based Co-Created Services
Developing services that explicate and apply knowledge involves dynamics rooted in the multi-dimensional nature of knowledge. As knowledge is distributed across organizational sources and systems grow in complexity, organizations struggle to design effective services, especially in cooperative settings. The advancement of Generative Artificial Intelligence (GenAI) offers opportunities to leverage distributed knowledge and transform capabilities into services. This study examines how knowledge structures can enable capability development for the co-creation of GenAI-based services. Following a Design Science Research approach, we developed a reference architecture informed by literature reviews, three case studies, and expert interviews. Through seven design principles, the architecture connects the layers of Knowledge, Capabilities, and Service, guiding the configuration of GenAI for effective service design. The study provides actionable guidance for practitioners and a systematic framework for researchers to analyze knowledge-based service design in GenAI-enabled environments.
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