Beyond Implementation: Sustaining AI-Driven Knowledge Documentation in Organizations

As organisations become increasingly dependent on digital workflows, the risk of knowledge loss grows amid rapid staff turnover and shifting work practices. While AI is positioned as a solution to these challenges, sustaining the adoption of AI-driven documentation systems remains problematic, often undermined by low engagement, inadequate training, and fragmented practices. This paper examines how organisations can embed AI-enabled knowledge documentation into everyday work to preserve institutional memory and strengthen resilience. Drawing on a mixed-methods study within a global technology company, including surveys (n=75) and four multi-level focus groups (n=23), the research develops a cyclical adoption framework that integrates software selection, system integration, motivation, and training. Findings highlight the socio-technical dynamics of adoption, where sustained use depends as much on organisational culture and workforce engagement as on system capability. The paper advances understanding of how intelligent digital technologies reshape work practices and enable more resilient forms of organisational learning.