Implementing AI solutions – a change management perspective
Heikkilä, Elina (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024053119320
https://urn.fi/URN:NBN:fi:amk-2024053119320
Tiivistelmä
Artificial intelligence (AI) is a transformative force impacting every industry. Generative AI (GenAI), in particular, can cause even further disruption. The language services field can be regarded as especially vulnerable to the emergence of GenAI. The field has already undergone changes due to AI and will continue to do so. AI and GenAI can, therefore, challenge a company’s change management.
The purpose of this thesis was to facilitate the changes caused by AI in the commissioner company. The commissioner of the thesis is a medium-sized language service provider offering language services and language-related technological solutions to a wide range of customers. The thesis aimed to identify gaps in the current change management process relating to AI utilization and offer recommendations on corrective actions. Amending the change management of current AI tools was also regarded as facilitating upcoming GenAI implementation.
The literary framework of the thesis is based on concepts, models and studies relating to AI and change management. In the chapters discussing AI and GenAI, emphasis is placed on how they relate to the language industry and on their latest applications. The main focus of the literary framework is on change management and its most prominent concepts and models. A specific change management model (the ADKAR model) is explored more profoundly and subsequently utilized in the research section.
The research was conducted as a qualitative case study. Data was collected through an online questionnaire based on the ADKAR model, which contained primarily open-ended questions. Results were analyzed by utilizing directed content analysis, which led to the identification of specific gaps in the change management process. Based on the research findings and the literary framework, recommendations relating to both current and future AI-related change management were given. While the research focused on a specific team in a specific company department, its findings could aid other organizations in managing the change that AI brings across all fields.
The purpose of this thesis was to facilitate the changes caused by AI in the commissioner company. The commissioner of the thesis is a medium-sized language service provider offering language services and language-related technological solutions to a wide range of customers. The thesis aimed to identify gaps in the current change management process relating to AI utilization and offer recommendations on corrective actions. Amending the change management of current AI tools was also regarded as facilitating upcoming GenAI implementation.
The literary framework of the thesis is based on concepts, models and studies relating to AI and change management. In the chapters discussing AI and GenAI, emphasis is placed on how they relate to the language industry and on their latest applications. The main focus of the literary framework is on change management and its most prominent concepts and models. A specific change management model (the ADKAR model) is explored more profoundly and subsequently utilized in the research section.
The research was conducted as a qualitative case study. Data was collected through an online questionnaire based on the ADKAR model, which contained primarily open-ended questions. Results were analyzed by utilizing directed content analysis, which led to the identification of specific gaps in the change management process. Based on the research findings and the literary framework, recommendations relating to both current and future AI-related change management were given. While the research focused on a specific team in a specific company department, its findings could aid other organizations in managing the change that AI brings across all fields.