And the winner is! Generative AI versus empathetic understanding of a soft systems methodological case in operations management

The rapid emergence of Generative Artificial Intelligence (GenAI) tools has sparked debate in operations management (OM) research and practice about the role of human centered, empathetic understanding in problem structuring and decision making. While GenAI offers unprecedented capabilities in synthesising information, generating alternatives, and simulating scenarios, its ability to capture the nuanced, context rich, and politically sensitive dimensions of organisational life remain contested. For this reason, this paper presents a comparative case study in which a complex, ill structured OM problem was addressed using three distinct learning approaches: a GenAI assisted approach to assess how AI shapes problem framing, a human led empathy driven SSM intervention, and a hybrid approach to explore whether combining human judgement with AI support enhances insight.