When humans stop thinking: tackling the silent threat of AI complacency in service operations

As organizations rush to adopt Generative AI to boost productivity, a silent threat is emerging in the workplace.A groundbreaking study published in the Journal of Service Management reveals that when employees collaborate with AI, they frequently fall into the trap of AI complacency—the tendency to intentionally neglect verifying AI-generated output, even when it contains systematic errors.And here is the kicker: It has nothing to do with how tech-savvy or experienced your employees are.