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

被引：2

作者：

Poser, Mathis ^{[1
]}

Wiethof, Christina ^{[1
]}

Banerjee, Debayan ^{[1
]}

Subramanian, Varun Shankar ^{[1
]}

Paucar, Richard ^{[1
]}

Bittner, Eva A. C. ^{[1
]}

机构：

[1] Univ Hamburg, Hamburg, Germany

来源：

TRANSDISCIPLINARY REACH OF DESIGN SCIENCE RESEARCH, DESRIST 2022 | 2022年 / 13229卷

关键词：

Hybrid Intelligence System; Real-time decision; Customer service; DESIGN SCIENCE RESEARCH; SOCIAL PRESENCE; COGNITIVE LOAD; DECISION-SUPPORT; REAL-TIME; TECHNOLOGY; KNOWLEDGE; ANATOMY; IMPACT;

D O I：

10.1007/978-3-031-06516-3_11

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

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.

引用

页码：142 / 153

页数：12

共 58 条

[21] Service personnel, technology, and their interaction in influencing customer satisfaction
Froehle, CM
[J]. DECISION SCIENCES, 2006, 37 (01) : 5 - 38
[22] Decision support for real-time, dynamic decision-making tasks
Gonzalez, C
[J]. ORGANIZATIONAL BEHAVIOR AND HUMAN DECISION PROCESSES, 2005, 96 (02) : 142 - 154
[23] Human-machine collaboration in online customer service - a long-term feedback-based approach
Graef, Roland
Klier, Mathias
Kluge, Kilian
Zolitschka, Jan Felix
[J]. ELECTRONIC MARKETS, 2021, 31 (02) : 319 - 341
[24] The anatomy of a design theory
Gregor, Shirley
Jones, David
[J]. JOURNAL OF THE ASSOCIATION FOR INFORMATION SYSTEMS, 2007, 8 (05): : 312 - 335
[25] Gregor S, 2006, MIS QUART, V30, P611
[26] Research Perspectives: The Anatomy of a Design Principle
Gregor, Shirley
Kruse, Leona Chandra
Seidel, Stefan
[J]. JOURNAL OF THE ASSOCIATION FOR INFORMATION SYSTEMS, 2020, 21 (06): : 1622 - 1652
[27] POSITIONING AND PRESENTING DESIGN SCIENCE RESEARCH FOR MAXIMUM IMPACT
Gregor, Shirley
Hevner, Alan R.
[J]. MIS QUARTERLY, 2013, 37 (02) : 337 - +
[28] Extending advice response theory to the advisor: Similarities, differences, and partner-effects in advisor and recipient advice evaluations
Guntzviller, Lisa M.
Liao, Danni
Pulido, Manuel D.
Butkowski, Chelsea P.
Campbell, Aaron D.
[J]. COMMUNICATION MONOGRAPHS, 2020, 87 (01) : 114 - 135
[29] Gupta A., 2021, 4 Key Tech Trends in Customer Service to Watch
[30] The impact of infusing social presence in the web interface: An investigation across product types
Hassanein, K
Head, M
[J]. INTERNATIONAL JOURNAL OF ELECTRONIC COMMERCE, 2005, 10 (02) : 31 - 55

← 1 2 3 4 5 6 →