Impact of human intelligence (El) and machine intelligence (AI) on organizational outcomes: A study on banking sector of Karachi (Pakistan).

Abstract

Purpose The purpose of this study was to assess the collective impact of human and machine intelligence on the organizational performance of banking sector employees. Methodology & Design A quantitative, deductive research approach is applied for this research. Data is collected through non-probability and convenient sampling techniques and the selected sample size was 351 for this study. The data was evaluated via a statistical tool name SMART PLS software in which we further analyzed model means through Cronbach's Alpha, rho-A, AVE, and composite reliability. For hypothesis testing, we utilized the bootstrapping technique. Findings The findings ofthis research signify the effect ofEl and CQ on employee performance but the study also suggested there is an insignificant moderating impact of employee AT capability while serving their customer in the external environment. Limitations: The definition of emotional and cultural attributes varies from respondent to respondent. Time limitation was also another factor while conducting this research. The data is collected only by Karachi-based banking employees in this way the findings are limited to location. Recommendations In an environment like Pakistan, there is a need to strengthen the employee emotional affiliation towards customer experience by linking customer critique with employee delivery of the services. So we can observe the significance of AJ capabilities and quality over organizational outcomes more specifically external service performance