21922: Mirroring in AI Design: Challenges and Organizational Impacts (session 26290)

Tuesday, July 29, 2025

08:30 - 10:00 CEST (GMT+2)

Location: Bella Center: Hall A- A2-m2

Session Type: Paper Session
Shareable link: https://cdmcd.co/d6nxDq

Author(s)

JS

Juliana Sanchez Ramirez

IESEG School of Management, France
LW

Lauren Waardenburg

ESSEC Business School, France
KC

Kristof Coussement

IESEG School of Management, France
AD

Arno De Caigny

IESEG School of Management
DB

Dries F. Benoit

Ghent University

As organizations increasingly adopt AI-driven systems, understanding the alignment of technological and organizational designs is essential for assessing AI's impact on business structures. This paper presents research on the relationship between these designs, based on a longitudinal study of an AI system for customer retention at a European B2B software provider. Through interviews with end-users and stakeholders, we examined both the practical use and reflective insights from designers and organizational experts on its development. Framed by the “mirroring hypothesis,” our study reveals that a narrow focus on organizational and product design misses the complex dynamics of AI development. We explore how mirroring unfolds across phases, influenced by diverse stakeholders whose involvement shapes modularity and integration. AI development, as a co-creation process, is not neutral; it actively determines what is mirrored, emphasizing the complex, cumulative nature of mirroring in AI contexts.

view paper (if available)