Abstract Generative AI (GenAI) applications, such as ChatGPT, are increasingly shaping work practices and employee engagement in organizations. Understanding how employees interact with these tools is critical for designing effective and responsible AI-enabled workplaces. This study analyzes 443,338 user reviews from the Google Play Store to examine how GenAI tools influence user satisfaction, continued use and their behaviors, which in turn impact productivity and well-being. Drawing on Sensemaking and Sensegiving theories, we develop a four-stage framework integrated into a 3E model (Envision-Evolve-Engage) comprising seven propositions. Findings highlight GenAI’s potential to enhance workplace effectiveness, decision-making and employee well-being, and to advance Sustainable Development Goal 8 (SDG 8) by promoting productive, inclusive, and meaningful work. The study also identifies challenges related to trust, privacy, adaptability, and ethical use. These insights offer practical guidance for designing user-centric GenAI systems and provide a theory-driven perspective for supporting responsible adoption and engagement in workplace contexts.
Agarwal et al. (Tue,) studied this question.