AI-empowered KM processes for decision-making: empirical evidence from worldwide organisations

Purpose This paper aims to provide empirical evidence on adopting artificial intelligence (AI), including generative AI, in knowledge management (KM) processes and its impact on organisational decision-making. Specifically, the study addresses three key research questions: RQ1: How is (generative) AI adopted within KM processes in organisations? RQ2: What factors influence the adoption of AI in these processes, either facilitating or inhibiting it? RQ3: How does AI adoption in KM processes affect organisational decision-making? Design/methodology/approach An explorative investigation has been conducted through semi-structured interviews with KM and AI experts from a worldwide sample of 52 mostly private, large and for-profit organisations. Interviews have been analysed through a mixed thematic analysis. Findings The study provides an original framework in which the three investigated concepts are interconnected according to a dual relationship: linear and retroactive and 20 factors affecting AI adoption within KM processes. Practical implications The provided model guides managers in improving their organisational decision-making through AI adoption in KM processes. Moreover, according to the rational decision-making model, the authors propose a six-step systematic procedure for managers. Originality/value To the best of the authors’ knowledge, this is the first study that simultaneously addresses AI, KM and decision-making and provides an integrated framework showing the relationships between them, allowing organisations to better and practically understand how to ameliorate their decision-making through AI adoption in KM processes.