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Role of artificial intelligence in operations environment : a review and bibliometric analysis

  • Authors: Bag, S. , Dhamija, P.
  • Date: 2020
  • Subjects: Artificial intelligence , Operations management , Network analysis
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/436427 , uj:37860 , Citation: Bag, S. & Dhamija, P. 2020. Role of artificial intelligence in operations environment: a review and bibliometric analysis.
  • Description: Abstract: Purpose - ‘Technological Intelligence’ is the capacity to appreciate and adapt technological advancements, and ‘Artificial Intelligence’ is the key to achieve persuasive operational transformations in majority of contemporary organizational set-ups. Implicitly, artificial intelligence (the philosophies of machines to think, behave, and perform either same or similar to humans) has knocked the doors of business organizations as an imperative activity. Artificial intelligence, as a discipline, initiated by scientist John McCarthy and formally publicized at Dartmouth Conference in 1956, now occupies a central stage for many organizations. Implementation of artificial intelligence provides competitive edge to an organization with a definite augmentation in its societal and corporate status. Mere application of a concept will not furnish real output until and unless its performance is reviewed systematically. Technological changes are dynamic and advancing at a rapid rate. Subsequently, it becomes highly crucial to understand that where have we reached with respect to artificial intelligence research. Present article aims to review significant work by eminent researchers towards artificial intelligence in the form of top contributing universities, authors, keywords, funding sources, journals, and citation statistics...
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An integrated artificial intelligence framework for knowledge creation and B2B marketing rational decision making for improving firm performance

An integrated systems approach to risk management within a technology driven industry using the design structure matrix and fuzzy logic

  • Authors: Barkhuizen, Willem Frederik
  • Date: 2012-08-01
  • Subjects: Value analysis (Cost control) , Risk management , Artificial intelligence , Fuzzy logic
  • Type: Thesis
  • Identifier: uj:8904 , http://hdl.handle.net/10210/5376
  • Description: D.Ing. , “Innovation is the act of introducing something new” (Byrd & Brown, 2003). When companies are competing on the technology “playground” they need to be innovative. By analysis according to Byrd & Brown (Byrd & Brown, 2003) the “act of introducing”, relates to risk taking, and the “new” relates to creativity, and therefore these concepts, creativity and risk taking, in combination, are what innovation is all about. Risk management has become one of the greatest challenges of the 21st century, and one of the main components in innovation and the technology driven industry, intensifying the need for a systematic approach to managing uncertainties. During the development and design of complex engineering products, the input and teamwork of multiple participants from various backgrounds are required resulting in complex interactions. Risk interactions exist between the functional and physical elements within such a system and its sub-systems in various dimensions such as spatial interaction, information interaction etc. The relationships are of a multi-dimensional complexity that cannot be simplified using the standard task management tools (Yassine A. A., 2004). To find a meaningful starting point for the seemingly boundless subject of risk management the research takes a step back into the basic definition of risk management and follows an exploratory research methodology to explore each of the risk management processes (risk assessment, risk identification, risk analysis, risk evaluation, risk treatment and risk monitoring and review) and how these processes can be enhanced using the design structure matrix (DSM) and fuzzy logic thinking. The approach to risk management within an organisation should be seen as a holistic approach similar to the total quality management process, providing the ii opportunity to incorporated risk management during the design process as a concurrent task. The risk management model is then developed concurrently (during the design phase) using product development methodologies such as conceptual modeling and prototyping, and ultimately the prototype is tested using a case study. Finally resulting in a clustered DSM providing a visual representation of the system risk areas similar to the methodology used in Finite Element Analysis (FEA). The research combines alternative system representation and analysis techniques (Warfield, 2005), in particular the design structure matrix, and fuzzy logic to quantify the risk management effort neccessary to deal with uncertain and imprecise interactions between system elements.
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A distributed affective cognitive architecture for cooperative multi-agent learning systems

  • Authors: Barnett, Tristan Darrell
  • Date: 2012-11-02
  • Subjects: Multiagent systems , Intelligent agents (Computer software) , Robotics , Cloud computing , Artificial intelligence , Machine learning
  • Type: Thesis
  • Identifier: uj:7317 , http://hdl.handle.net/10210/8055
  • Description: M.Sc. (Computer Science) , General machine intelligence represents the principal ambition of artificial intelligence research: creating machines that readily adapt to their environment. Machine learning represents the driving force of adaptation in artificial intelligence. However, two pertinent dilemmas emerge from research into machine learning. Firstly, how do intelligent agents learn effectively in real-world environments, in which randomness, perceptual aliasing and dynamics complicate learning algorithms? Secondly, how can intelligent agents exchange knowledge and learn from one another without introducing mathematical anomalies that might impede on the effectiveness of the applied learning algorithms? In a robotic search and rescue scenario, for example, the control system of each robot must learn from its surroundings in a fast-changing and unpredictable environment while at the same time sharing its learned information with others. In well-understood problems, an intelligent agent that is capable of solving task-specific problems will suffice. The challenge behind complex environments comes from fact that agents must solve arbitrary problems (Kaelbling et al. 1996; Ryan 2008). General problem-solving abilities are hence necessary for intelligent agents in complex environments, such as robotic applications. Although specialized machine learning techniques and cognitive hierarchical planning and learning may be a suitable solution for general problem-solving, such techniques have not been extensively explored in the context of cooperative multi-agent learning. In particular, to the knowledge of the author, no cognitive architecture has been designed which can support knowledge-sharing or self-organisation in cooperative multi-agent learning systems. It is therefore social learning in real-world applications that forms the basis of the research presented in this dissertation. This research aims to develop a distributed cognitive architecture for cooperative multi-agent learning in complex environments. The proposed Multi-agent Learning through Distributed Adaptive Contextualization Distributed Cognitive Architecture for Multi-agent Learning (MALDAC) Architecture comprises a self-organising multi-agent system to address the communication constraints that the physical hardware imposes on the system. The individual agents of the system implement their own cognitive learning architecture. The proposed Context-based Adaptive Empathy-deliberation Agent (CAEDA) Architecture investigates the applicability of emotion, ‘consciousness’, embodiment and sociability in cognitive architecture design. Cloud computing is proposed as a method of service delivery for the learning system, in which the MALDAC Architecture governs multiple CAEDA-based agents. An implementation of the proposed architecture is applied to a simulated multi-robot system to best emulate real-world complexities. Analyses indicate favourable results for the cooperative learning capabilities of the proposed MALDAC and CAEDA architectures.
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Artificial intelligence and knowledge management principles in secure corporate intranets

  • Authors: Barry, Christopher
  • Date: 2010-02-23T10:25:43Z
  • Subjects: Artificial intelligence , Knowledge management , Intranets (Computer networks) , Computer networks security measures
  • Type: Thesis
  • Identifier: uj:6634 , http://hdl.handle.net/10210/3035
  • Description: M.Sc. (Computer Science) , Corporations throughout the world are facing numerous challenges in today’s competitive marketplace and are continuously looking for new and innovative means and methods of gaining competitive advantage. One of the means used to gain this advantage is that of information technology, and all the associated technologies and principles. These are primarily used to facilitate business processes and procedures that are designed to provide this competitive advantage. Significant attention has been given to each of the individual technologies and principles of Artificial Intelligence, Knowledge Management, Information Security, and Intranets and how they can be leveraged in order to improve efficiency and functionality within a corporation. However, in order to truly reap the benefits of these technologies and principles, it is necessary to look at them as a collaborative system, rather as individual components. This dissertation therefore investigates each of these individual technologies and principles in isolation, as well as in combination with each other to outline potential advantages, associated risks, and disadvantages when combining them within the corporate world. Based on these, the Intelligently Generated Knowledge (IGK) framework is outlined to implement such a collaborative system. Thereafter, an investigation of a theoretical situation is conducted based on this framework to examine the impact of the implementation of this type of collaborative system. The potential increase in cost savings, efficiency and functionality of corporations that would employ the IGK framework is clearly outlined in the theoretical example, and should this approach be adopted, it would be able to provide significant competitive advantage for any corporation.
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An early grade science, technology, engineering and mathematics dialogue reading programme: The development of a conceptual framework

Reusable component oriented agents: a new architecture

  • Authors: Boshoff, Willem Hendrik
  • Date: 2008-05-13T08:40:46Z
  • Subjects: Artificial intelligence , Intelligent agents (Computer software) , Plug-ins (Computer programs)
  • Type: Thesis
  • Identifier: uj:7094 , http://hdl.handle.net/10210/368
  • Description: Researchers in artificial intelligence and agent technologies are presented with a massive array of various technologies that they might use for their research projects. It is difficult for researchers to test their theories effectively in the field. It takes a great deal of time to develop the platform on which the newly created agent will be tested, with little or no time left for troubleshooting and the investigation of further solutions. Every time a new technique or agent is researched, the agent has to be redeveloped from the ground up. This makes it difficult for researchers to compare their own theories with previously developed components. With the wide range of technologies and techniques available, there is no easy way to effectively make use of the various components, as each tool uses different technologies that cannot be combined easily. This dissertation outlines the new plug-in oriented agent architecture (POAA) and describes the agents that use the POAA. POAA agents make extensive use of functional and controller-based plug-ins in order to extend the functionality and behaviour of the agent. The architecture was designed to facilitate machine learning and agent mobility techniques. POAA agents are created by mounting newly created dynamic plug-in components into the static structure of the agent. The static structure of the agent serves as the basis of agent functionality and as the controller for the agent’s life cycle. The static and dynamic components of the POAA agent interact with each other in order to perform the agent’s required tasks. The use of plug-ins will greatly improve the effectiveness of researchers, as only a single, standard architecture will exist. Researchers only need design and develop the plug-in required for their specific agent to function as desired. This will also facilitate the comparison of various tools and methods, as only the components being reviewed need to be interchanged to measure system performance. The use of different plug-in architectures is also investigated. This includes deciding if the plug-in base will be configured at application run-time or at the time of application compilation. This dissertation focuses on techniques that will facilitate machine learning and agent mobility. For these purposes, extensive use is made of the machine learning tool WEKA developed by University of Waikato in New Zealand [Wi00]. The use of Java in the prototype will also facilitate the cross platform capability of the proposed agents. , Prof. E.M. Ehlers
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A modular agent-based communications framework for autonomous vehicles in a simulated urban environment

  • Authors: Chhaya, Meraj Mohamed Anis
  • Date: 2015
  • Subjects: Autonomous vehicles , Automobiles - Automatic control , Intelligent agents (Computer software) , Multiagent systems , Artificial intelligence
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/84586 , uj:19239
  • Description: Abstract: Autonomous vehicles, also known as self-driving cars, refer to vehicles that can travel on public roads to destinations with minimal to no interaction with human beings. These types of cars can respond to traffic-related incidents faster and more precisely than human beings, thus potentially reducing the number of traffic accidents, subsequent pedestrian injuries and even fatalities. Autonomous vehicles have been a major focus of artificial intelligence research over the past few years, with major developments being contributed to the industry by Google, Bosch, and leading companies in the automobile industry. The study presented in the dissertation explores the use of Intelligent Agents as a computer science abstraction that encapsulates the several components of an autonomous vehicle, in order to promote component modularity and to allow the inclusion of newer technologies that could further improve the effectiveness of autonomous vehicles. A particular recent advancement in the field of autonomous vehicles is the use of intervehicle communications, which supplements the array of sensors provided in the vehicles, in case of failure or inability to produce sufficient data that would be necessary for the vehicle to make a decision. The agent model proposed in the dissertation places a paramount importance on the communications mechanism, incorporating it in its agent architecture, in order to produce an autonomous vehicle model that is safer and more effective than current solutions. The autonomous vehicle agent model, given research constraints, was deployed in a simulated 3D urban traffic environment, where it was tested in a number of scenarios where a vehicle's sensors failed or provided insufficient data, preventing a safe journey for the vehicle's passengers, passengers of other vehicles and pedestrians in the simulated environment. The results of the tests demonstrated that an inter-vehicle communications mechanism, even with limited transmission range, effectively complements the existing modules of an autonomous vehicle, and is especially useful in case one of the modules fails. , M.Sc. (Information Technology)
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Communication and complex control membrane symbiotic agents

  • Authors: Cotterrell, Deon
  • Date: 2019
  • Subjects: Artificial intelligence , Adaptive control systems , Interactive computer systems , Computer games - Programming
  • Language: English
  • Type: Doctoral (Thesis)
  • Identifier: http://hdl.handle.net/10210/458403 , uj:40715
  • Description: Abstract: The aim of this thesis was to improve on the symbiotic agent. As highlighted in the section on future work for the symbiotic agent in the study, one goal was to increase the flexibility and adaptability of the model in “real time”. The need for improvement is further highlighted by the fact that information technology is constantly improving. Artificial intelligence algorithms and techniques in all areas need to be reviewed and adjusted if the new requirements of the environment are to be met. The thesis starts by considering which research methodology should be used to conduct the research. This is followed by an examination of artificial intelligence and agents. The section that then follows covers the field of computer games and artificial intelligence techniques and algorithms that have been used in the creation of computer games. After this, the original symbiotic agent model is examined along with all the components that make up the symbiotic agent model. The last section that is covered in the literature review is that of membranes, with a focus on biological membranes – in particular, the plasma membrane. The plasma membrane is considered in the context of the cell, where it functions to support the cell. With the literature review completed, the plasma membrane was used as the inspiration for the creation of the control membrane symbiotic agent model. Additional models were also developed and designed. These are the complex communication membranes, which are made up of the following membranes: stacked, semi-merged and unified communication membranes. Establishing the four models led to the fifth and final model, the complex control membrane symbiotic agent, which is a combination of the control membrane symbiotic agent and one of the complex communication membranes. The final step of the thesis was the implementation of the complex control membrane symbiotic agent as a proof of concept. All the variations of the complex control membrane symbiotic agent were implemented in a procedurally generated game environment. The result of the implementation provides some means to compare the various complex membranes that had been implemented inside the control membrane. The contribution of the thesis is not the implementation but the five different models of the symbiotic agents that have been developed to be flexible and adaptable in “real-time” situations. , Ph.D. (Computer Science)
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Has the rise of digitalisation threatened the establishment of taxing rights? A critical analysis of threatened international income tax rules – as robotics, automation and artificial intelligence attempt to destroy the ‘brick and mortar’ principle

The commercialisation lifecycle of a knowledge management consulting firm in the fourth industrial revolution

  • Authors: De Koker, Lucian Theodoric
  • Date: 2018
  • Subjects: Knowledge management , Industrial revolution , Artificial intelligence , Internet of things
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/415004 , uj:35021
  • Description: Abstract: Current situation in business, economies and the world indicate that artificial intelligence (AI), the Internet of Things (IoT) and robotics are some of the technologies that is and will continue to have a tremendous impact on businesses, economies and everyday human life. These technologies amongst others are reshaping the global landscape and business ecosystems and the manner in which business is conducted in the fourth industrial revolution (4IR). Generic commercialisation lifecycles and business models require adaptation in the 4IR, which will aid successful business for a knowledge management (KM) consulting firm. The study focussed on conceptualising and developing a commercialisation lifecycle (CLC) for a KM consulting firm in the 4IR. The research objective was to conceptualise a business model canvas (BMC) and develop an IKM framework that can be used specifically by a KM consulting firm, including entrepreneurs, small businesses and professional business consulting firms in the 4IR. Literature shows that commercialisation lifecycles and business models need to change continuously, especially on the front of the 4IR. To remain competitive and sustain a healthy business, KM consulting firms will need to upskill and improve current business operations. Upskilling, changing and preparing for the 4IR, give competitive advantage over competitors. New technologies need to be embraced and harnessed to exploit the innovative capabilities and value add new technologies offer. With an improved, adapted and updated CLC and BMC in place, a KM consulting firm will be able to provide innovative services to clients, ensuring profitability. The research methodology for the study was qualitative in nature, with an inductive and exploratory approach. Grounded in the interpretivist paradigm, the inductive approach allowed the study to explore a specific phenomenon and identify themes in order to explain patterns. A conceptual framework was developed, using existing literature, to conceptualise a CLC for a KM consulting firm in the 4IR. Data was collected through content analysis and in-depth faceto- face interviews, through multi-method qualitative research. Purposive sampling was selected to determine the 4 participants for the interviews, through critical case sampling, allowing 3 participants to be interviewed and the fourth participant to be used for testing the findings of the interviews. Interviews and testing of the interviews were transcribed, coded, and categorised through the Data Analysis Spiral. Research findings, through triangulation found that the conceptualisation and development of a CLC is crucial; that the conceptualisation of a BMC is crucial; and that new services and the development of an IKM framework is crucial; which will allow a KM consulting firm, including entrepreneurs, small businesses and professional business consulting firms to be successful in the 4IR. Results showed that the CLC, the BMC, new services and the IKM framework, need... , M.Phil. (Information Management)
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The application of artificial intelligence within information security.

  • Authors: De Ru, Willem Gerhardus
  • Date: 2012-08-17
  • Subjects: Artificial intelligence , Computer security , Fuzzy logic , Information resources management , Electronic data processing departments - Security measures
  • Type: Thesis
  • Identifier: uj:2641 , http://hdl.handle.net/10210/6087
  • Description: D.Phil. , Computer-based information systems will probably always have to contend with security issues. Much research have already gone into the field of information security. These research results have yielded some very sophisticated and effective security mechanisms and procedures. However, due to the ever increasing sophistication of criminals, combined with the ever changing and evolving information technology environment, some limitations still exist within the field of information security. Recent years have seen the proliferation of products embracing so-called artificial intelligence technologies. These products are in fields as diverse as engineering, business and medicine. The successes achieved in these fields pose the question whether artificial intelligence has a role to play within the field of information security. This thesis discusses limitations within information security and proposes ways in which artificial intelligence can be effectively applied to address these limitations. Specifically, the fields of authentication and risk analysis are identified as research fields where artificial intelligence has much to offer. These fields are explored in the context of their limitations and ways in which artificial intelligence can be applied to address these limitations. This thesis identifies two mainstream approaches in the attainment of artificial intelligence. These mainstream approaches are referred to as the "traditional" approach and the "non-traditional" approach. The traditional approach is based on symbolic processing, as opposed to the non-traditional approach, which is based on an abstraction of human reasoning. A representative technology from each of these mainstream approaches is selected to research their applicability within information security. Actual working prototypes of artificial intelligence techniques were developed to substantiate the results obtained in this research.
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An artificial intelligence model to enhance the chartered accountancy profession

  • Authors: Denge, Fulufhelo
  • Date: 2021
  • Subjects: Industry 4.0 , Artificial intelligence , Accountants
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/485148 , uj:44088
  • Description: Abstract: Artificial intelligence (AI) in today’s society has changed the way in which people live and work; however, organisations are yet to fully realise the benefits of incorporating AI in the chartered accountancy (CA) profession. This research investigates the impact that AI will have on the CA profession, specifically within the discipline of applied information systems. The importance of this study lies in ensuring that CAs are kept abreast of the changes and opportunities presented in the Fourth Industrial Revolution. A quantitative approach was adopted. Questionnaires were distributed in electronic format to CAs in one of the big four auditing firms in South Africa. Data was analysed and processed to facilitate comparisons and identify relationships that existed within the data. The questionnaire identified that there was indeed a need to upskill CAs in (i) AI, (ii) big data analysis, (iii) cyber security, (iv) robotic process automation and (v) Python for Accounting and Finance Professionals. This study further recommended areas for future research by including other audit firms, conduct more analyses among the respective audit firms and to increase the number of unit analyses such as the SAICA and other institutions that provide chartered accountancy accreditation. , M.Com. (Applied Information Systems)
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Traditional decision making versus artificial intelligence aided decision making in management of firms : A narrative overview

  • Authors: Denhere, Varaidzo
  • Date: 2021
  • Subjects: Artificial intelligence , Fourth industrial revolution , Management practices
  • Language: English
  • Type: Journal article
  • Identifier: http://hdl.handle.net/10210/493647 , uj:45007 , Citation: Denhere, V. 2021. Traditional decision making versus artificial intelligence aided decision making in management of firms : A narrative overview.
  • Description: Abstract: There has been a lot of talk about possible ways that Artificial Intelligence (AI) will disrupt the workforce by automating some jobs. In the same vein, literature has also indicated that a lot of studies have been conducted on artificial intelligence systems from different perspectives. However, there are still some research opportunities that could be pursued to further knowledge in the area as artificial intelligence continues to evolve with technological advances. Consequently, this conceptual paper aimed at advancing understanding of artificial intelligence aided decision making versus traditional decision making in the management of firms in the era of Big Data. A general overview of the concept of management practices involving decision making was done, followed by traditional decision making styles. Then, this was followed by an overview of artificial intelligence aided decision making processes. The differences between these two decision making processes were highlighted in the discussion. Methodology: Using a desk-review, this study analysed existing data from secondary sources including peer-reviewed journal articles, textbooks and online blogs. In this paper, the role of the literature review was to unravel the components of the decision making process by management in firms. Results: Findings indicated that despite artificial intelligence aided decision making having many merits, some managers did not trust it due to some of its demerits and challenges that go with its adoption. As a result, they were reluctant to employ it. Conclusion/- and Recommendations: The paper recommends further research on how AI could be used in other management practices which are outside decision making.
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LinkedIn: A link to the knowledge economy

Paradigm shift in higher education in the context of the Fourth Industrial Revolution

A paradigm shift in Higher Education in the context of the Fourth Industrial Revolution

A paradigm shift in higher education in the context of the Fourth Industrial Revolution

A hierarchy of random context grammars and automata

  • Authors: Ehlers, Elizabeth Marie
  • Date: 2014-04-03
  • Subjects: Machine theory , Formal languages , Artificial intelligence
  • Type: Thesis
  • Identifier: uj:10501 , http://hdl.handle.net/10210/10004
  • Description: Ph.D. (Computer Science) , Traditionally a formal language can be characterized in two ways: by a generative device (a grammar) and an acceptive device (an automaton). The characterization of two- and three-dimensional Random Context Grammars by two- and three-dimensional Random Context Automata are investigated. This thesis is an attempt to progressively extend a certain class of grammars to higher dimensions where the class of languages generated in each dimension is contained in the class of languages generated in the next higher dimension. Random Context Array Automata which characterizes Random Context Array Grammars (Von Solms [4,5]) are defined. The power of both Random Context Array Grammars and Random Context Array Automata is inherent in the fact that the replacement of symbols in figures is subject to horizontal, vertical and global context. A proof is given for the equivalence of the class of languages generated by Random Context Array Grammars and the class of languages accepted by Random Context Array Automata. The two-dimensional Random Context Array Grammars are extended to three dimensions. Random Context Structure Grammars generate three-dimensional structures. A characteristic of Random Context Structure Grammars is that the replacement of symbols in a structure is subject to seven relevant contexts. Random Context Structure Automata which characterize Random Context Structure Grammars are defined. It is shown that the class of languages generated by Random Context Structure Grammars are equivalent to the class of languages accepted by Random Context Array Automata...
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Knowledge-based automation and new workforce implementation at a financial institution

  • Authors: Elsworth, Catherine
  • Date: 2018
  • Subjects: Industrial revolution , Artificial intelligence , Banks and banking - Technological innovations , Banks and banking - Customer services , Knowledge management , Banks and banking - Information technology
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/402839 , uj:33730
  • Description: Abstract : Intelligent Automation (IA) entails advanced knowledge-based technologies associated with the so-called Fourth Industrial Revolution (4IR). In this study, the phrase “IA journey” refers to the processes of knowledge-based automation and new workforce implementation. The study’s unit of analysis is not as much the IA journey itself, rather it is an analysis of what constitutes a balanced approach to IA implementation and adoption within an organisation. For example, employees’ feelings of uncertainty during an organisation’s IA journey could cause an imbalance in staff morale and resistance from employees to adapt to the changes. Therefore, the main research question of this study is: What are the components of a balanced approach to knowledge-based automation and new workforce implementation of a financial institution? The research question aligns to the world of service delivery that is changing at an alarming rate, with customers expecting fast, personalised, digital service. The landscape for financial institutions is changing, for example, traditional competitors are taking steps to meet customer demands and non-traditional competitors are entering the market place, threatening the existence of traditional financial institutions, commonly referred to as banks. The literature reveals that the evolution of Internet usage and the influence of social media and smart phones have increased the significance of technology and digital service in the financial services industry. Adoptions of these technologies is vital if traditional banks want to remain relevant in the market where financial technologies companies (Fintechs), and small, digitally nimble start-ups can provide the quick, personalised service that customers expect. Already many financial institutions have started to investigate the opportunities that technologies such as IA and chatbots provide. The potential of chatbot technology to improve customer experience and reduce operational costs make it an attractive option for organisations to consider. Literature reveals that the cost of implementation of this technology is a fraction of the cost of legacy system re-writes. The ability of this technology to integrate with existing systems and improve turnaround time and service to customers makes the IA journey a favourable choice. The IA journey of one South African Financial Institution (SAFI) formed the focus of this study. Research was conducted within the SAFI into the application of this technology across the organisation to understand the impact that the changes experienced had on the employees of the organisation. Understanding how these changes impact employees helps in determining the best ways to manage the changes in order to develop a balanced approach to implementation and adaption of IA within an organisation. The empirical study followed a qualitative research design, featuring qualitative data collection and analysis techniques. Secondary data were collected and displayed in order to show case v hoe IA project were implemented into the organisation. The philosophical paradigm that suited a study of this nature was interpretivism as the research was socially constructed in its aim to understand the adoption processes of the organisation implementing an IA programme. The research followed an inductive approach as the study’s conceptual framework was developed based on data collected and conclusions drawn through the analysis of this data. The study involved the collection of data through the use of interviews conducted across junior and senior management levels within the business units impacted by the changes associated with the IA journey. The aim of these interviews was to gain an understanding of employees’ perceptions of the IA journey across the organisation as well as understand the experiences of those involved in the IA programme. Secondary data was also collected from five SAFI use cases, which provided a rich source for quantitative data. The presentation of results regarding the outcomes of use cases implemented across the organisation is in accordance to the University of Johannesburg Code of Academic and Research Ethics. The research findings informed the development of a conceptual framework, which can be used to encourage a balanced approach towards IA implementation and adoption throughout an organisation that is experiencing major changes. This study reveals that employees’ fears of the changes need to be identified and managed early in order to avoid resistance to the changes and negative perceptions of the technology being created. The conceptual framework identifies the components that a financial institution can use in its balanced approach to increase adoption and reduce fears. Moreover, the study revealed the need for organisations to invest in technologies of the future and the benefits that this technology can have for the organisation. Customer experience and expectations form a vital part of any organisation and the lessons learnt in the value this technology can provide in creating a great customer experience are invaluable. The study revealed that there is a difference between digitisation and automation and that knowledge-based automation technology plays a key role in enabling a digital customer experience... , M.Phil. (Information Management)
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