Type: article
Abstract: Organizations are expected to develop and deploy AI quickly while ensuring that they are used safely and responsibly. These pressures are significant in regulated sectors such as healthcare, where organizations are subjected to external regulations via regulatory bodies and regulatory intermediaries. Our study examines how regulatory intermediaries (RIs) shape AI deployment. We studied a troubled AI chatbot project in a public hospital that had to comply with two regulatory chains comprising a regulator and a regulatory intermediary. The RI chains shaped the project through the way they translated external regulations. We developed a theoretical framework of organizational AI deployment under multiple RIs that shows how the regulatory chains’ translation created AI deployment tensions, and how the hospital enacted several responses to manage these tensions and move the project forward. However, it could not resolve conflicting requirements between the two regulatory chains, which contributed to the project’s eventual failure.
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W7222988538