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Technology-mediated Sensemaking: The Role of GenAI in Navigating Equivocality

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Bibliographic Details
Title: Technology-mediated Sensemaking: The Role of GenAI in Navigating Equivocality
Authors: Perozzo, Haiat, Jensen, Tina Blegind, Constantiou, Ioanna, Ravarini, Aurelio
Publisher Information: Academy of Management, 2025.
Publication Year: 2025
Subject Terms: Organisational, Chatbots, Bot (internet), Botnet, Contextual adaptations, Chat bots, In contexts, Sense making
Description: This study investigates how Generative AI (GenAI) chatbots mediate sense making in organizations, particularly in contexts characterized by varying levels of equivocality. Drawing on the concept of enactment, we analyze how organizational members of an IT consultancy company interact with GenAI chat bots to solve their tasks. Through iterative dialogue and contextual adaptation, chat bots transform cues into actionable insights and introduce novel ways of making sense of information. Organizational members’ presumption of the chatbot behavior also shapes their interaction with it, influencing how it is used in navigating equivocality during sense making. By extending the oretical boundaries of technology-mediated sensemaking, this research provides insights into how organizational members leverage Gen AI when performing different tasks.
Document Type: Part of book or chapter of book
Language: English
DOI: 10.5465/amproc.2025.315bp
Access URL: https://hdl.handle.net/10398/0f05f49f-81b9-419e-a66b-872861db2243
https://research.cbs.dk/en/publications/0f05f49f-81b9-419e-a66b-872861db2243
Rights: unspecified
Accession Number: edsair.dris...00958..9f446cd96f08a908d9b73ddba72ddc2e
Database: OpenAIRE
Description
Abstract:This study investigates how Generative AI (GenAI) chatbots mediate sense making in organizations, particularly in contexts characterized by varying levels of equivocality. Drawing on the concept of enactment, we analyze how organizational members of an IT consultancy company interact with GenAI chat bots to solve their tasks. Through iterative dialogue and contextual adaptation, chat bots transform cues into actionable insights and introduce novel ways of making sense of information. Organizational members’ presumption of the chatbot behavior also shapes their interaction with it, influencing how it is used in navigating equivocality during sense making. By extending the oretical boundaries of technology-mediated sensemaking, this research provides insights into how organizational members leverage Gen AI when performing different tasks.
DOI:10.5465/amproc.2025.315bp