Agenttisten AI-järjestelmien hankinta- tai kehityspäätösten tukeminen digitaalisen myynnin kontekstissa

This thesis examines the question of deciding an approach for developing agentic AI systems in the context of sales organisations. The study approaches the question by designing and evaluating a framework to guide the discussions of a sales organisation. The research follows a design science research methodology. The designed framework answers to the identified business needs of a digital sales consulting company guiding their clients in agentic AI system development. The work is based on the foundations of previous literature on agentic AI systems, IS literature on build-or-buy decisions, and a set of interviews. In addition, relevant industry material is reviewed. The developed framework is then validated in a real-life setting via a workshop. As a result, the work presents a framework consisting of a decision making process flow with a set of supporting materials. The decision is stated to contain trade-offs, and the supporting illustrations highlight the priorities that should guide it. For research, the study contributes by applying established build-or-buy and AI capability perspectives to the emerging domain of agentic AI. For managers, it clarifies the reality of implementation of such systems by presenting all the options, relevant viewpoints, and the trade-offs related to the approaches to such questions.