Identifying Human-GenAI Relations for Knowledge Management with Action Design Research Approach

Recognizing the flexibility and autonomy of interactions between humans and Generative AI (GenAI), the conventional service system development approach faces challenges, and a new approach is needed to identify the roles of both users and GenAI. In this study, we adopted the Action Design Research（ADR） approach to develop a knowledge assistant (KA) that facilitates knowledge activities occurred in communities of practice. Lead users co-designed anticipated KA roles, aiming for enhancing role congruence between humans and KAs. Periodic interviews, tracing evolving human–KA relationships, provide insights to refine functions and strengthen collaboration. Using content analysis leveraged by ChatGPT’s natural language processing capabilities, we validated distinct patterns of role enactment between users and their KAs. This study demonstrates a new development cycle that emphasizes role congruence in developing human–AI collaborative service systems, particularly in relation to the socialization stage of the knowledge creation process.