Paper Number

ICIS2025-1055

Paper Type

Complete

Abstract

Researchers examined many aspects of AI. However, we still know little about how organizations can effectively allocate resources to AI. This is surprising because AI’s non-deterministic nature makes it harder to fully predict resource dependencies. This raises a key question: how do organizations allocate resources to a technology when they do not always know what will be needed or when? We conducted a comparative, inductive multiple-case study of organizations that implemented AI in their customer service center to explore this puzzle. We utilize resource dependence theory to identify three responses to AI’s increasingly unpredictable resource dependencies: “AI Business Unit,” “AI Team,” and the “AI Stream.” Each reflects a different structural approach to managing AI’s increasingly unpredictable resource dependencies. Our research offers insights into (1) how organizations understand AI’s resource dependencies, (2) how they can structure themselves to manage these dependencies, and (3) how resource dependence theory applies to AI.

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Dec 14th, 12:00 AM

Organizing at the Artificial Intelligence Frontier

Researchers examined many aspects of AI. However, we still know little about how organizations can effectively allocate resources to AI. This is surprising because AI’s non-deterministic nature makes it harder to fully predict resource dependencies. This raises a key question: how do organizations allocate resources to a technology when they do not always know what will be needed or when? We conducted a comparative, inductive multiple-case study of organizations that implemented AI in their customer service center to explore this puzzle. We utilize resource dependence theory to identify three responses to AI’s increasingly unpredictable resource dependencies: “AI Business Unit,” “AI Team,” and the “AI Stream.” Each reflects a different structural approach to managing AI’s increasingly unpredictable resource dependencies. Our research offers insights into (1) how organizations understand AI’s resource dependencies, (2) how they can structure themselves to manage these dependencies, and (3) how resource dependence theory applies to AI.

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