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.**