Knowledge-Graph-and-Verifier-Enhanced Generative Artificial Intelligence Framework for Organizational Communication Customer Service Decision Support

Abstract

While generative artificial intelligence (generative AI) is profoundly reshaping organizational communication paradigms, it has also triggered a crisis of “technological alienation.” This crisis manifests as information distortion caused by algorithmic hallucinations and the weakening of agency among communication actors. Grounded in the Marxist social theory of technology, this study conceptualizes generative AI as a new form of media mediation. In response to the risks of alienation associated with its use in organizational communication, this study develops a Knowledge-Graph- and Verifier-enhanced Generative Decision Support System (KGV-DSS). The framework seeks to correct algorithmic black-box behavior through a technology governance approach, transforming stochastic text generation into controlled governance actions and thereby safeguarding agency throughout the communication process.