Publikationen

2022

Wiethof, C., Poser, M., & Bittner, E.A.C. (2022). Design and Evaluation of an Employee-Facing Conversational Agent in Online Customer Service. Pacific Asia Conference on Information Systems (PACIS) 2022, virtual conference.

Banerjee D., Nair P. A., Kaur J. N., Usbeck R., & Biemann C. (2022). Modern Baselines for SPARQL Semantic Parsing https://arxiv.org/abs/2204.12793

Poser, M., Wiethof, C., & Bittner, E.A.C. (2022). Integration of AI into Customer Service: A Taxonomy to Inform Design Decisions. 30th European Conference on Information Systems (ECIS), Timisoara, Rumänien

Poser, M., Wiethof, C., Banerjee, D., Subramanian, V.S., Paucar, R., & Bittner, E. A.C. (2022). Let’s Team Up with AI! Toward a Hybrid Intelligence System for Online Customer Service. 17th International Conference on Design Science Research in Information Systems and Technology (DESRIST), St. Petersburg, USA. Best Student Paper.

Poser, M., Hackbarth, T., & Bittner, E. A. C. (2022). Don’t Throw It Over the Fence! Toward Effective Handover from Conversational Agents to Service Employees. 24th International Conference on Human-Computer Interaction (HCII), virtual conference

Lewandowski, T., Heuer, M., Vogel, P., & Böhmann, T. (2022). Design Knowledge for the Lifecycle Management of Conversational Agents. International Conference on Wirtschaftsinformatik (WI22)

2021
Poser, M., & Bittner, E. A. C. (2021). (Re)Designing IT Support: How Embedded and Conversational AI Can Augment Technical Support Work. 42nd International Conference on Information Systems (ICIS), Austin, USA

Lewandowski, T., Delling, J., Grotherr, C., & Böhmann, T. (2021). State-of-the-Art Analysis of Adopting AI-based Conversational Agents in Organizations: A Systematic Literature Review. Pacific Asia Conference on Information Systems (PACIS), virtual conference, https://aisel.aisnet.org/pacis2021/167/

Poser, M., Singh S., & Bittner, E. A. C. (2021). Hybrid Service Recovery: Design for Seamless Inquiry Handovers between Conversational Agents and Human Service Agents. 54th Hawaii International Conference on System Sciences (HICSS), virtual conference

2018
Semmann, M., Grotherr, C., Vogel, P., Bittner, E., Biemann, C., & Böhmann, T. (2018). Intelligent Collaboration of Humans and Language-Based Assistants (INSTANT). Thirty Ninth International Conference on Information Systems, San Francisco 2018

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Weitere Links

https://www.inf.uni-hamburg.de/inst/ab/itmc/research/projects/instant.html

Projektförderung
Dieses Forschungs- und Entwicklungsprojekt INSTANT wird im Rahmen des Programms „Zukunft der Arbeit“ (02L18A110ff.) vom Bundesministerium für Bildung und Forschung (BMBF) und dem Europäischen Sozialfonds (ESF) gefördert und vom Projektträger Karlsruhe (PTKA) betreut.
Projektlaufzeit: 01.03.2020 bis 28.02.2023
Förderkennzeichen: 02L18A110ff.