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

Research output: Contributions to collected editions/worksArticle in conference proceedingsResearchpeer-review

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.

Original languageEnglish
Title of host publicationThe 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
EditorsAndreas Drechsler, Aurona Gerber, Alan Hevner
Number of pages12
Place of PublicationCham
PublisherSpringer Nature Switzerland AG
Publication date25.05.2022
Pages142-153
ISBN (print)978-3-031-06515-6
ISBN (electronic)978-3-031-06516-3
DOIs
Publication statusPublished - 25.05.2022
Externally publishedYes
Event17th 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, United States
Duration: 01.06.202203.06.2022
Conference number: 17
https://www.usf.edu/business/desrist/

Bibliographical note

Publisher Copyright:
© 2022, Springer Nature Switzerland AG.

    Research areas

  • Customer service, Hybrid Intelligence System, Real-time decision
  • Informatics

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