[HTML][HTML] A value co-creation perspective on data labeling in hybrid intelligence systems: A design study

MM Li, P Reinhard, C Peters, S Oeste-Reiss… - Information Systems, 2024 - Elsevier
The adoption of innovative technologies confronts IT-Service-Management (ITSM) with an
increasing volume and variety of requests. Artificial intelligence (AI) possesses the potential …

Generative AI in customer support services: a framework for augmenting the routines of frontline service employees

P Reinhard, M Li, C Peters, JM Leimeister - 2024 - aisel.aisnet.org
Customer support service employees are facing an increased workload, while artificial
intelligence (AI) appears to possess the potential to change the way we work. With the …

Augmentierung statt Automatisierung: Nachhaltigkeit in der Entwicklung von KI-Systemen aus der Mitarbeitendenperspektive

P Reinhard, MM Li, C Peters, JM Leimeister - … Service Management: Band …, 2024 - Springer
In diesem Beitrag wird durch eine systematische Literaturrecherche das Potential der KI zur
Augmentierung im Servicebereich, insbesondere im Kundenservice, beleuchtet. Angesichts …

A Case Study of AI performance enhancement in Incident Management processes with low data-quality

DD Stomp - 2024 - essay.utwente.nl
Artificial Intelligence has created new possibilities to increase operational efficiency in many
fields, including the field of IT Service Management. Specifically in the resolution process …