Organisational knowledge sustainability and large language models

Abstract

Purpose In recent years, one of the most frequently researched topics has been the role of artificial intelligence (AI) in various fields of science. This research focuses on a small segment of this research area. It aims to demonstrate that large language models (LLM) play a supporting role in the field of knowledge sustainability, which can be utilised to build knowledge management systems and support their operation within organisations. Design/methodology/approach In the first phase of the research, a qualitative and quantitative survey was conducted using the Delphi method. The survey involved knowledge management experts, business professionals and non-experts (in the field of knowledge management) from seven continents. In the second phase, university students were asked for their opinions on the use of ChatGPT. A total of 23,218 responses were received from university students in 109 countries. A total of 400 responses to the online questions were received in the Delphi survey. The data obtained were processed using Atlas.ti and IBM SPSS 25. Findings The majority of university students are open and positive about the use of ChatGPT and other LLMs, but their motivation ranges widely. The students use and appreciate the opportunities offered by ChatGPT, but based on their experience with the programme or the skills they have acquired, they do not expect any advantages in the labour market. Among corporate respondents positive views on the role of AI/IT in maintaining organisational knowledge. According to experts, the use of advanced IT tools and LLMs has proven to be extremely important for the long-term success and sustainability of organisational knowledge. Research limitations/implications Among the limitations of the research, it is important to mention the low response rate experienced in questionnaire surveys. Another problem was that the author asked experts and non-experts to think in new ways, so the definition of knowledge sustainability cannot yet be considered final. Respondents live and work under different conditions and circumstances, and their knowledge and experience vary, so their answers may represent value judgments at different levels. Although we endeavoured to ensure a sufficiently broad sample, the sample does not meet the requirement of representativeness. Practical implications It is essential for organisations to develop their IT tools and knowledge, and to apply LLMs and AI to knowledge management. This management thinking helps organisations to manage and maintain knowledge more effectively, which contributes to maintaining their competitive advantage in a dynamically changing business environment. Originality/value During the research, a new definition was formulated for the knowledge management literature: the definition of sustainable knowledge. Building on this foundation, a previously unexplored question came into focus: how do experts, non-experts and university students view the use of the latest LLMs and the significance of ChatGPT for the sustainability of organisational knowledge?

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