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When a Dream Turns into a Nightmare: A Case Study of an Education Technology Startup to Uncover the Dark Side of Generative AI

Author

Listed:
  • Helmi Issa

    (BSB - Burgundy School of Business (BSB) - ESC Dijon-Bourgogne, CEREN - Centre de Recherche sur les Entreprises - BSB - Burgundy School of Business (BSB) - ESC Dijon-Bourgogne)

  • Arjun Kadian

    (FIU - Florida International University [Miami])

  • Suchit Ahuja

    (Concordia University = Université Concordia [Montreal])

  • Rohit Nishant

    (QUB - Queen's University [Belfast])

Abstract

The rise of generative AI has sparked a wave of innovation and created opportunities for organizations to deliver novel services to their customers. While much attention has been given to harnessing the potential of AI, there is limited research exploring its unintended consequences. This study aims to investigate the unintended outcomes of implementing Generative AI technologies such as ChatGPT in educational technology (EdTech) startups. By employing a qualitative case study methodology, we examine the experiences of a specific French EdTech startup that incorporated ChatGPT into its processes and activities. Our empirical analysis reveals three unintended consequences: impairment of digital agility, technostress, and process reengineering (redesign). Building on these findings and adopting the unique lens of AI ambidexterity, we present a comprehensive framework explaining how the interplay of these three themes impacted the startup's social, technical, and cognitive tiers.

Suggested Citation

  • Helmi Issa & Arjun Kadian & Suchit Ahuja & Rohit Nishant, 2024. "When a Dream Turns into a Nightmare: A Case Study of an Education Technology Startup to Uncover the Dark Side of Generative AI," Post-Print hal-05839547, HAL.
    • Handle: RePEc:hal:journl:hal-05839547
    DOI: 10.17705/1CAIS.05444
    as

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