Journal
MIS QUARTERLY EXECUTIVE
Volume 19, Issue 4, Pages 279-296Publisher
INDIANA UNIV, OPER & DECISION TECHNOL DEPT
DOI: 10.17705/2msqe.00038
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Integrating artificial intelligence (AI) into existing work routines involves invasive changes, and the resulting user resistance can lead to project failure. We describe a failed AI project at a large hospital to implement a cognitive agent and identify the root causes of the user resistance that led to the failure. Based on the lessons learned, we provide recommendations for addressing the causes of resistance for the three types of AI-automation, decision support and engagement.
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