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Let’s Team Up with AI! Toward a Hybrid Intelligence System for Online Customer Service. / Poser, Mathis; Wiethof, Christina; Banerjee, Debayan et al.
The 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. Hrsg. / Andreas Drechsler; Aurona Gerber; Alan Hevner. Cham : Springer Nature Switzerland AG, 2022. S. 142-153 (Lecture Notes in Computer Science; Band 13229 LNCS).
Publikation: Beiträge in Sammelwerken › Aufsätze in Konferenzbänden › Forschung › begutachtet
Harvard
Poser, M, Wiethof, C
, Banerjee, D, Shankar Subramanian, V, Paucar, R & Bittner, EAC 2022,
Let’s Team Up with AI! Toward a Hybrid Intelligence System for Online Customer Service. in A Drechsler, A Gerber & A Hevner (Hrsg.),
The 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. Lecture Notes in Computer Science, Bd. 13229 LNCS, Springer Nature Switzerland AG, Cham, S. 142-153, 17th International Conference on Design Science Research in Information Systems and Technology - DESRIST 2022, St. Petersburg, Florida, USA / Vereinigte Staaten,
01.06.22.
https://doi.org/10.1007/978-3-031-06516-3_11APA
Poser, M., Wiethof, C.
, Banerjee, D., Shankar Subramanian, V., Paucar, R., & Bittner, E. A. C. (2022).
Let’s Team Up with AI! Toward a Hybrid Intelligence System for Online Customer Service. in A. Drechsler, A. Gerber, & A. Hevner (Hrsg.),
The 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 (S. 142-153). (Lecture Notes in Computer Science; Band 13229 LNCS). Springer Nature Switzerland AG.
https://doi.org/10.1007/978-3-031-06516-3_11Vancouver
Poser M, Wiethof C
, Banerjee D, Shankar Subramanian V, Paucar R, Bittner EAC.
Let’s Team Up with AI! Toward a Hybrid Intelligence System for Online Customer Service. in Drechsler A, Gerber A, Hevner A, Hrsg., The 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. Cham: Springer Nature Switzerland AG. 2022. S. 142-153. (Lecture Notes in Computer Science). doi: 10.1007/978-3-031-06516-3_11
Bibtex
@inbook{bbd88999b1ae4f3885d098c8b0c6f1bd,
title = "Let{\textquoteright}s Team Up with AI! Toward a Hybrid Intelligence System for Online Customer Service",
abstract = "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.",
keywords = "Customer service, Hybrid Intelligence System, Real-time decision, Informatics",
author = "Mathis Poser and Christina Wiethof and Debayan Banerjee and {Shankar Subramanian}, Varun and Richard Paucar and Bittner, {Eva A.C.}",
note = "Funding Information: The research was financed with funding provided by the German Federal Ministry of Education and Research and the European Social Fund under the “Future of work” program (INSTANT, 02L18A111). Publisher Copyright: {\textcopyright} 2022, Springer Nature Switzerland AG.; 17th International Conference on Design Science Research in Information Systems and Technology - DESRIST 2022 : The Transdisciplinary Reach of Design Science Research, DESRIST 2022 ; Conference date: 01-06-2022 Through 03-06-2022",
year = "2022",
month = may,
day = "25",
doi = "10.1007/978-3-031-06516-3_11",
language = "English",
isbn = "978-3-031-06515-6",
series = "Lecture Notes in Computer Science",
publisher = "Springer Nature Switzerland AG",
pages = "142--153",
editor = "Andreas Drechsler and Aurona Gerber and Alan Hevner",
booktitle = "The Transdisciplinary Reach of Design Science Research",
address = "Switzerland",
url = "https://www.usf.edu/business/desrist/",
}
RIS
TY - CHAP
T1 - Let’s Team Up with AI! Toward a Hybrid Intelligence System for Online Customer Service
AU - Poser, Mathis
AU - Wiethof, Christina
AU - Banerjee, Debayan
AU - Shankar Subramanian, Varun
AU - Paucar, Richard
AU - Bittner, Eva A.C.
N1 - Conference code: 17
PY - 2022/5/25
Y1 - 2022/5/25
N2 - 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.
AB - 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.
KW - Customer service
KW - Hybrid Intelligence System
KW - Real-time decision
KW - Informatics
UR - http://www.scopus.com/inward/record.url?scp=85131931326&partnerID=8YFLogxK
UR - https://www.mendeley.com/catalogue/4718fa9a-57b9-3b20-bceb-7b6e12ce402d/
U2 - 10.1007/978-3-031-06516-3_11
DO - 10.1007/978-3-031-06516-3_11
M3 - Article in conference proceedings
AN - SCOPUS:85131931326
SN - 978-3-031-06515-6
T3 - Lecture Notes in Computer Science
SP - 142
EP - 153
BT - The Transdisciplinary Reach of Design Science Research
A2 - Drechsler, Andreas
A2 - Gerber, Aurona
A2 - Hevner, Alan
PB - Springer Nature Switzerland AG
CY - Cham
T2 - 17th International Conference on Design Science Research in Information Systems and Technology - DESRIST 2022
Y2 - 1 June 2022 through 3 June 2022
ER -
