Let’s Team Up with AI! Toward a Hybrid Intelligence System for Online Customer Service

Publikation: Beiträge in SammelwerkenAufsätze in KonferenzbändenForschungbegutachtet

Authors

  • Mathis Poser
  • Christina Wiethof
  • Debayan Banerjee
  • Varun Shankar Subramanian
  • Richard Paucar
  • Eva A.C. Bittner

Customers desire convenient, fast, and personalized service encounters. Hence, service companies deploy self-service technology for online customer service. However, as solutions based on Artificial Intelligence cannot reliably answer the full range of requests and the demands on service employees (SEs) in live chat interaction are high, Hybrid Intelligence Systems (HIS) provide great potential to overcome current pitfalls by combining the complementary strengths of artificial and human intelligence. To ensure optimal performance of this socio-technical ensemble, human-centered design approaches are needed to realize real-time augmentation of decision-making in chat-based service encounters. Following a Design Science Research approach, we generate theory-based design principles (DPs) and implement them in a web-based HIS prototype. We contribute to Hybrid Intelligence research with results showing that the DPs enable task mastery and decision efficiency and provide avenues for future research.

OriginalspracheEnglisch
TitelThe Transdisciplinary Reach of Design Science Research : 17th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2022, St Petersburg, FL, USA, June 1-3, 2022, proceedings
HerausgeberAndreas Drechsler, Aurona Gerber, Alan Hevner
Anzahl der Seiten12
ErscheinungsortCham
VerlagSpringer Nature Switzerland AG
Erscheinungsdatum25.05.2022
Seiten142-153
ISBN (Print)978-3-031-06515-6
ISBN (elektronisch)978-3-031-06516-3
DOIs
PublikationsstatusErschienen - 25.05.2022
Extern publiziertJa
Veranstaltung17th International Conference on Design Science Research in Information Systems and Technology - DESRIST 2022: The Transdisciplinary Reach of Design Science Research - University of South Florida, St. Petersburg, USA / Vereinigte Staaten
Dauer: 01.06.202203.06.2022
Konferenznummer: 17
https://www.usf.edu/business/desrist/

Bibliographische Notiz

Publisher Copyright:
© 2022, Springer Nature Switzerland AG.

DOI

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