IMPACT OF AI ON DECISION MAKING: : AI REPUBLIC, A TELUS INTERNATIONAL CASE STUDY

Sammanfattning: Abstract The purpose of this master thesis is to conduct a Qualitative analysis on the impact of artificial intelligence (AI) on Telus International, a leading provider of customer service and business process outsourcing solutions using the deductive approach to collect the data. Through interviews with key respondents at the company and a review of relevant literature, this study aims to understand the ways in which artificial intelligence is being used at Telus International in the decision making process and the effects it has on the organisation. The findings of this study suggest that AI has had a positive impact on Telus International, providing the organisation with increased efficiency and productivity. However, the implementation of artificial intelligence has also raised concerns about potential job loss and the need for employees to adapt to new technologies. This study highlights the need for organisations to carefully consider the potential impacts of AI and to provide support for employees during the transition. Paper Type: Master Thesis Research Paper