Generative AI to Enhance Situational Awareness and Collaboration: A Co-Worker for Tech Support in Enterprise Environments

Generative AI (GenAl) is revolutionizing enterprise operations by enhancing Situational Awareness (SA) and decision-making. This paper integrates insights from the OODA Loop and the Agent Teaming Situation Awareness (ATSA) framework to explore human-AI team (HAT) collaboration in tech support. Key themes include Shared Situational Awareness (SSA), Shared Mental Models (SMMs), Belief-Desire-Intention (BDI), and Explainable AI (XAI). Emphasizing trust and transparency, the paper proposes a hybrid system to address challenges in achieving trust in AI systems. Findings demonstrate how GenAl improves productivity while fostering adaptability and trust in dynamic enterprise environments.