THE ROLES OF ARTIFICIAL INTELLIGENCE AND HUMANS IN DECISION MAKING: TOWARDS AUGMENTED HUMANS? : A focus on knowledge-intensive firms.

Abstract: With the recent boom in big data and the continuous need for innovation, Artificial Intelligence is carving out a bigger place in our society. Through its computer-based capabilities, it brings new possibilities to tackle many issues within organizations. It also raises new challenges about its use and limits. This thesis aims to provide a better understanding of the role of humans and Artificial Intelligence in the organizational decision making process. The research focuses on knowledge-intensive firms. The main research question that guides our study is the following one:   How can Artificial Intelligence re-design and develop the process of organizational decision making within knowledge-intensive firms?   We formulated three more detailed questions to guide us: (1) What are the roles of humans and Artificial Intelligence in the decision making process? (2) How can organizational design support the decision making process through the use of Artificial Intelligence? (3) How can Artificial Intelligence help to overcome the challenges experienced by decision makers within knowledge-intensive firms and what are the new challenges that arise from the use of Artificial Intelligence in the decision making process?   We adopted an interpretivist paradigm together with a qualitative study, as presented in section 3. We investigated our research topic within two big IT firms and two real estate startups that are using AI. We conducted six semi-structured interviews to enable us to gain better knowledge and in-depth understanding about the roles of humans and Artificial Intelligence in the decision making process within knowledge-intensive firms. Our review led us to the theoretical framework explained in section 2, on which we based our interviews.   The results and findings that emerged from the interviews follow the same structure than the theoretical review and provide insightful information in order to answer the research question. To analyze and discuss our empirical findings that are summarized in the chapter 5 and in a chart in the appendix 4, we used the general analytical procedure for qualitative studies. The structure of chapter 5 follows the same order than the three sub questions.   The thesis highlights how a deep understanding of Artificial Intelligence and its integration in the process of organizational decision making of knowledge-intensive firms enable humans to be augmented and to make smarter decisions. It appears that Artificial Intelligence is used as a decision making support rather than an autonomous decision maker, and that organizations adopt smoother and more collaborative designs in order to make the best of it within their decision making process. Artificial Intelligence is an efficient tool to deal with complex situations, whereas human capabilities seem to be more relevant in situations of uncertainty and ambiguity. Artificial Intelligence also raises new issues for organizations regarding its responsibility and acceptation by society as there is a grey area surrounding machines in front of ethics and laws.