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Paper Number

1811

Paper Type

Completed

Description

Striving for operational efficiency and cost-effectiveness, companies increasingly deploy artificial intelligence (AI). This trend also incrementally permeates service-related work in technical support. As current narrow AI cannot fully substitute service employees and greater effects are achieved with hybrid service delivery, adapted work settings are required. Based on a qualitative field study with a socio-technical approach, this research provides current problem scenarios in IT support and a support process redesign by integrating conversational and embedded AI. The study contributes evaluated insights about current work processes, work-related issues, and a hybrid IT support process that introduces substitution and augmentation of human tasks to improve service delivery.

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Dec 12th, 12:00 AM

(Re)Designing IT Support: How Embedded and Conversational AI Can Augment Technical Support Work

Striving for operational efficiency and cost-effectiveness, companies increasingly deploy artificial intelligence (AI). This trend also incrementally permeates service-related work in technical support. As current narrow AI cannot fully substitute service employees and greater effects are achieved with hybrid service delivery, adapted work settings are required. Based on a qualitative field study with a socio-technical approach, this research provides current problem scenarios in IT support and a support process redesign by integrating conversational and embedded AI. The study contributes evaluated insights about current work processes, work-related issues, and a hybrid IT support process that introduces substitution and augmentation of human tasks to improve service delivery.

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