EVALUATING THE OPERATIONAL IMPACT OF AI CHATBOTS AND OWNERSHIP STRUCTURE IN HEALTHCARE IT SERVICE MANAGEMENT
| dc.contributor.author | Klimocych, Anastasiia | |
| dc.date.accessioned | 2026-06-26T10:51:56Z | |
| dc.date.available | 2026-06-26T10:51:56Z | |
| dc.date.issued | 2026-05 | |
| dc.description.abstract | The increasing adoption of artificial intelligence (AI) chatbots in healthcare IT Service Management (ITSM) is often framed as a broadly applicable approach for improving efficiency and reducing operational workload. However, limited empirical evidence exists regarding how organizational ownership structures and global time‑zone separation influence the realized value of such technologies. This study examines the operational impact of AI chatbot deployment within a globally distributed healthcare IT support environment, focusing on investigation‑phase support for specialized genetics systems. Using a quantitative, quasi‑experimental design, the study analyzes task‑level metadata from an internal ticket management system across two six‑month periods before and after AI implementation. The analysis combines longitudinal comparison of ticket volume, temporal latency modeling using Total Resolution Latency (TRL) and Lost Day Share of TRL, and interaction analysis using factorial ANOVA to assess the moderating role of ownership structure. The results show that AI chatbot deployment is associated with reduced manual workload and lower asynchronous coordination delay. However, these improvements are not uniform. While average coordination costs are similar across ownership models, hierarchical structures exhibit greater variability and higher exposure to extreme delays. Direct ownership models derive greater operational benefit from AI by converting structured diagnostic input into faster resolution. The study concludes that AI is not a universally effective intervention; its operational value is contingent upon alignment with ownership architecture and coordination pathways, with implications for healthcare ITSM design and global support strategy. | |
| dc.identifier.citation | Klimocych, Anastasiia. (2026). EVALUATING THE OPERATIONAL IMPACT OF AI CHATBOTS AND OWNERSHIP STRUCTURE IN HEALTHCARE IT SERVICE MANAGEMENT. Kyiv: American University Kyiv. URI: https://er.auk.edu.ua/handle/234907866/194 | en |
| dc.identifier.uri | https://er.auk.edu.ua/handle/234907866/194 | |
| dc.language.iso | en_US | |
| dc.publisher | Manuscript | |
| dc.subject | artificial intelligence | |
| dc.subject | healthcare IT service management | |
| dc.subject | chatbot deployment | |
| dc.subject | ownership structure | |
| dc.subject | asynchronous communication | |
| dc.subject | coordination cost | |
| dc.subject | global support systems | |
| dc.title | EVALUATING THE OPERATIONAL IMPACT OF AI CHATBOTS AND OWNERSHIP STRUCTURE IN HEALTHCARE IT SERVICE MANAGEMENT | |
| dc.title.alternative | ОЦІНКА ОПЕРАЦІЙНОГО ВПЛИВУ ЧАТ-БОТІВ ЗІ ШТУЧНИМ ІНТЕЛЕКТОМ ТА СТРУКТУРИ ВЛАСНОСТІ В УПРАВЛІННІ ІТ-ПОСЛУГАМИ ОХОРОНИ ЗДОРОВ'Я | |
| dc.type | Thesis |