Expectation management in AI implementation projects: a case study

Abstract

PurposeThe aim of this case study is to exemplify the application of a change story to facilitate the user centered introduction of an AI-based assistance system. Thereby, user expectations considered critical for technology acceptance and continuance intention are actively taken into account.Design/methodology/approachSemi-structured interviews are conducted with future users of the AI-based assistance system. Data are analysed by means of inductive and deductive qualitative content analysis. The resulting categories are considered as communicational core messages and included in the developed change story.FindingsParadox user expectations were revealed and answered in the change story by informational and motivational means. Thus, accurate expectation management is enabled and, additionally, the users are prepared for the upcoming change process, i.e., the implementation of the AI-based assistance system.Originality/valueThe added value lies in the psychological handling of expectation management in addition to technical aspects, which are usually primarily focused but are not sufficient to guarantee a successfully continued use of human-AI-systems.