Integrating AI in organizations for value creation through Human-AI teaming: A dynamic-capabilities approach

Abstract

Although the potentialities of artificial intelligence (AI) are motivating its fast integration in organizations, our knowledge on how to capture organizational value out of these investments is still scarce. Relying on an approach to dynamic capabilities that focuses on the team level, we examine how humans and AI create interactions that engage both agents in productive dialogue for value co-creation. Our analysis is based on a longitudinal case of the development of a recruitment algorithm at a national subsidiary of Santander bank. Our results allow to identify three main sets of human-AI teaming interactions: achieving interoperability, building trust, and producing mutual knowledge gains. We elaborate a set of propositions on how the value of AI is increased when such interactions are created through productive dialogue, opening the scope for further research on the teaming dynamics that turn the collaboration between both agents into a source of value creation for companie