Impact of Human Intelligence on Organizational Outcomes: The Moderating Role of Machine Intelligence

Abstract

This study aims to assess the collective impact of human and machine intelligence on the organizational performance of banking sector employees. A quantitative, deductive research approach is applied to this research. Data is collected through non-probability, and convenience sampling techniques and the selected sample size was 351 for this PLS-SEM (structural equation modeling) was used for data analysis through SMART PLS. The research indicates that EI and CQ influence employee performance. However, the study highlights a minimal moderating effect of employee AI capability in their interactions with customers. In Pakistan, enhancing employee commitment to improving customer experience is essential. This can be achieved by connecting customer feedback to how employees provide services. This connection can substantially improve AI capabilities and overall service quality, particularly in terms of external service performance and organizational outcomes. The definition of emotional and cultural attributes varies from respondent to respondent. Time limitation was also another factor while conducting this research. The data is collected only by Karachi-based banking employees in this way the findings are limited to location. The study emphasizes the paramount of EI on organizational performance internal or external so, to gain competitiveness there is a need to strengthen the EI of employees by involving them in the communication and decision-making process of the organization.