The Role of Artificial Intelligence (AI) in Business Transformation: A Systematic Literature Review

Abstract

Conventional Computer systems helped digitalize the business, but they did not address all business bottlenecks. AI-powered systems offered better automated business services than traditional computer systems, saving time and cost. While the huge shift in business processes was beneficial, it also led to misunderstandings, such as rumors of a threat to jobs and humanity. Such information was flooding blogs, vlogs, podcasts, and news media, creating confusion among regular technology users. In this backdrop, this study aims to explore whether AI-driven systems have really assisted in transforming modern business, or whether it is a subject of misconceptions and rumors due to its magical capabilities. This study adopts PRISMA guidelines to review 120 articles from 2020 to 2026. This research addresses the question: How do AI-powered systems help transform modern business processes? Themes were generated from 16 business domains. The study identified four themes from reviews :(1) Operational Automation, (2) Data-Driven Decision Making, (3) Customer Experience and Personalization, and (4) Innovation in Product and Service Delivery. This study revealed that AI-driven tools have greatly improved business processes. The misconceptions and rumors arose from exaggerated statements in various new media and grey literature. By highlighting the AI’s contribution to transforming business practices, this research sought to clarify whether the benefits outweigh the drawbacks.